Equipment Knowledge
Level 1 tanner will need to tan how often to maintain their color
What is 5-6 sessions a week to maintain
OTHER FACTS!
Closest in comparison to outdoor tanning
gives off 6.5% UVB
Will take 8-10 sessions to Build a Base
When should you get the EFT Agreement Signed and what does the EFT Agreement State
What is at membership sign up, the agreement states the member is aware they are signing up on a membership to be auto debited the 1st or the 15th of every month, they know in order to cancel they need to send a 30 day email notice, and in May of each year we have a $29 annual fee. The second signature on that document states they are aware we will be auto debiting from the payment method saved until the membership is canceled.
9 out of 10 consumers say they would PAY MORE to ensure a superior customer experience, what does that tell us?
What is good customer service leads to more sales!
Bed test emails should be sent when?
What is every morning!
Tyrosine is an ingredient found in all of our lotions, what is it
What is, an active ingredient that jump starts your tanning process as soon as 30 seconds after pressing the start button
What percentage of UVB does the FGT give off?
What is less than one percent!
OTHER FACTS:
1-2 sessions a week to maintain
2-3 sessions a week to build a base
UVA bed!
How can a client freeze their membership and what does it mean?
What is a 2 week email notice.
When freezing the membership clients will be drafted $5 each month they are on freeze to be applied as in store credit when they reactivate.
What are a few characteristics of customer service
What is.. Can be any below
- Problem Solving
- Clear Communication
- Friendly Attitude
- Empathy
- Business Sense
- Product/Service Knowledge
- Time Management
- Patience
- Willingness to go above and beyond
Equipment is having issues during your shift what are your steps
What is calling maintenance, calling management, and sending an email .
We sell 3 different types of lotion, what are they?
What is, Bronzer, Pure, and Tingle
When should we recommend the Extreme bed
What is after client has built a base tan!
OTHER FACTS:
Extremes have FGT Facial and shoulder laps
Extremes also have misters and in booth AC
Client PushBack: I don't tan that much so I don't need a membership
How would we respond?
What is if you tan more than 3 times in a month the membership has already paid for itself.
Instead of asking clients, are you good on lotion and eyewear we should be asking
What is, what lotion are you using today?
Name Bodyheat Polices?
- No Food or Drink
- No Friends hanging out in the salons
- Smoke Breaks including vapes need to be taken out back and only when there aren't any clients
- No Laptops/Tablets
- No Chairs behind the counter
- Your responsible to finding your own key
- 10 mins early to each shift
- Gossiping is never allowed
- Dress Code!
Why should clients use lotion in the tanning beds?
- UV light can't penetrate dry skin
- Wasting 7-11 minutes of your tanning session
- Increasing Aging
- Will increase results and limit how often you need to tan
- Skin Care Benefits!
What is Venetian Solution?
What is the #1 spray solution on the market world wide. Violet undertones
OTHER FACTS:
Venetian can stay on the skin for up to 24 hours
Venetian is a clear spray 2-3 hours after being on, but does get darker and darker the longer its on!
Do we price match and how does it work
What is yes we price match, when price matching we just need to call the salon the client is referring to and secret shop them for the membership price closest in comparison to ours. If it is indeed the same membership for a lesser price call management or the office to have the membership discounted!
When a client is upgrading to a bed they have not used before what should we do?
What is, take the client into the room show them the start button, the fans, facials, music, handles, etc!
At Bodyheat we have a call out policy, what does that policy state
What is a 4 hour notice for all call outs, management will request you also help find coverage as the shift is your responsibility.
Client Pushback:
That lotion is $20 on Amazon
What is, you are not buying from a certified disturber when you purchase online, there is no guarantee you are getting the correct product or how long that product has been in rotation.
Formostar Body Wrap has what benefits?
What is Weight Loss, Skin Tightening, Pain Management, Detox, Stress Reduction, Circulation, and helps improve metabolism!
Why are Bodyheats memberships better than any other tanning salon in Las Vegas
What is, we have 15 locations valley wide, Open later and have a 24/5 location. Bodyheat tanning has a member perks like discount upgrades, discount lotions, and access to our annual sales! We also have multiple pieces of equipment hitting tanning needs and wellness needs!
How should you communicate with an Irate Client?
What is, De-Excalation.
Make the client feel heard and understood, we should manage our emotions so we are not matching their energy, we should remain calm, and show the client we want to help them resolve the issues. We should never just hand them a corporate call, we should work with the client to calm them down and help reach out to management to solve the issue as quickly as possible
What are MSDS Sheets and where do you find them
What is Material Safety Data Sheets and they can be found on the desktops, and in the laundry rooms.
What is a bundle
What is, a tanning lotion that when purchased comes with a facial tanner for 50% off and a moisturizer/bodywash for 50% -- a bundle over $100 can also receive a free upgrade!