General
Knowledge
Knowledge
What is the purpose of introductory offers at Hand Stone?
Introductory offers are available for first-time clients per spa to experience services at a discounted price
What is the Hot Towel Cold Stone Face Massage?
The hot towel,cold stone face massage uses hot towels and cold stones to relax and rejuvenate the facial muscles, perfect for headaches, TMJ, sinus problems or relaxation.
What is included in the Classic Facial?
The classic facial is a full five step facial which includes a deep pore cleanse, exfoliation, skin analysis, extractions and a restorative treatment mask using either the ClarityRx,Image or Dermalogica skincare line.
What should the Spa Associate pitch after service?
Discuss rebooking an appointment and pitch the membership
What is the phone greeting template for a Spa Associate?
The phone greeting is: 1) Thank you for calling Hand Stone in 2) This is [Your Name] speaking 3) May I ask who I'm speaking with?
What distinguishes the Couples Massage at Hand Stone?
The couples massage allows two people to receive a relaxing massage experience together side by side in a couples room customizable to meet each client's needs.
What is aromatherapy?
Aromatherapy is a powerful way to enhance the effectiveness of a massage using essential oils to calm nerves promote health and energize the body.
What are the options available in facial services at Hand Stone?
Facial services range from mild to progressive treatments depending on the client's level of commitment and desired timeline.
How should a Spa Associate reconnect with the client after their service?
Re-engage the client with a friendly conversation about their experience. Confirm their satisfaction and suggest rebooking with their preferred therapist. Offer to schedule their next appointment and mention potential savings for future visits. Keep the interaction brief but engaging to ensure they are attentive.
What can a Spa Associate offer to members with accumulated service credits?
Spa Associates can offer to book a massage and facial appointment, mention member benefits and suggest enhancements or services.
What should a Spa Associate ask when presenting the intake form?
SA: 'Here is our general intake form. Please complete the entire form as it is good for the next six months. May I offer you some coconut water while you're filling that out?'
What are Ice Globes used for?
Ice Globes are used to cool ,calm, soothe the skin, reduce redness, irritation and inflammation and promote lymphatic drainage.
What are Exceptional Facials?
Any of the signature facials can be upgraded to an exceptional facial which customizes the product line and mask that is used to target a specific skin concern.
What is emphasized regarding the membership commitment?
It is month-to-month with no long-term commitment; the client is in charge.
What should a Spa Associate do for repeat callers?
For repeat callers the Associate should verify their membership status, inquire about previous visits and confirm if they will be using a gift card.
What are the three pricing options offered by Hand Stone?
Introductory offers, member pricing, and nonmember guest pricing.
What is the Himalayan Salt Stone Massage?
The Himalayan salt stone massage combines himalayan salt stones with heat which provide a healing and relaxing experience offering grounding, detoxifying and light exfoliation.
What are the focuses available in DiamondGlow treatment?
The four focuses available in DiamondGlow are Skin Brightening, Pore Clarifying, Vitamin C Anti-Aging and Ultra Hydrating.
What is important when approaching repeat clients?
Approach repeat clients in a customized way since they have heard this presentation before and declined.
What information should a Spa Associate verify with the caller regarding the gift card?
They should confirm what services not dollar amounts it is for.
List the services available for introductory pricing at Hand Stone.
Introductory 50 minute Swedish Massage, Introductory 50 minute Hot Stone Massage, Introductory 50 minute Himalayan Salt Stone Massage, Introductory 50 minute Couples Massage per person, Introductory Signature Facial. All Specialty services are available at introductory pricing as well.
What is Gliding Cupping Massage?
Gliding Cupping massage is an ancient Chinese method using suction to heal the body through negative pressure, stimulating blood flow and localized healing.
What does Pro Bright Dermalogica treatment focus on?
Pro Bright Dermalogica treatment focuses on boosting the maximum absorption of Vitamin C to reveal dramatically brighter and smoother skin.
What should be done to respond to objections during the closing conversation?
Listen and respond with relevant benefits to close the sale.
What does offering a service at nonmember pricing demonstrate?
It shows the value of repeat visits as a member vs a nonmember.