Upgrades
What enhancements can be added to both a massage or facial?
Aromatherapy, Aromatherapy scalp massage, hand or foot treatment
Where is the non-member pending list located?
Hourglass/ waitlist
What is the minimum number of things you should learn about a client in the initial conversation?
2
"I'm always traveling"
You can use your membership nationwide and your services never expire
What is the golden sales question?
"What's holding you back today?"
What is the difference between a mini and full himalayan?
Mini is $18- is concentrated in one area
Full is $35- is used throughout the duration of the massage
How many blocks are needed to book a massage? How many blocks are needed to book a facial?
4 for massage 5 for facial
Make personalized ____ recommendations based on the client's needs.
Enhancement
"I don't want to be locked into anything"
Our membership is month-to-month you are in full control!
What tool can be used to help your personalize your pitch?
Intake form
Name 5 massage modalities that we offer (no charge enhancements)
Prenatal, oncology, lymphatic drainage, myofascial, medical, trigger point, reflexology, reiki, neuromuscular, craniosacral, sports
What are the colors of blocks on the book and what do they mean?
Pink-opportunity
Brown- coming in with a guest
Red- back to back
True or False: Service Providers should call out their client's name to take them back to the treatment room.
False. The spa associates introduces the client to the therapist.
"I won't come in monthly"
Your services roll over, can be applied towards upgrades, and transferred.
When does H&S typically have gift card sales? (honored in spa)
Christmas in July and Black Friday-New Year's
What upgrade combo would you recommend to a massage client looking to use 2 services in one day?
Full Himalayan, plus CBD and a scalp treatment
What should be checked before approving an online booking?
Intake, past appointment history, profile notes and payment method.
True or False: It is unprofessional to talk to clients about anything unrelated to their services.
False. It's HIGHLY encouraged to connect with clients!
"I can't afford to sign up today"
Your first membership payment is not due for 30 days!
How many years has this location been open?
12
What is the difference between the nanoinfusion and luminfusion?
Luminfusion combines a retinol peel to the nanoinfusion.
A suspended (black shirt) member calls to book an appointment. How do you proceed?
The must update their billing information before allowed to book.
What does connection help us tailor?
Our membership pitch
I don't like monthly charges.
We offer pre-paid memberships!
A client calls overwhelmed with the number of services that they have. What can you do to reassure/ help them without having to schedule them in to speak with MR?
Get them booked out, educate them on how to use extra services towards upgrades, transferring services, tell them about the app, emails, pending lists