KNOW THE BOGO
What is the main reason we are starting our Black Friday promotion with a presale?
To create excitement and secure sales before Black Friday, building momentum and urgency.
What is better?
A. "Would you like to buy a gift card?"
B. "I’d like to confirm you have earned your free massage or facial promotional card."
B! It assumes the guest has already made the decision and moves the conversation forward confidently.
When making Black Friday presale calls, who should we be reaching out to?
Everyone! Members AND non-members, plus anyone who has purchased gift cards.
Guest: "I'll just wait until Black Friday."
CHALLENGE: Respond without arguing.
Points for: Creating urgency, Explaining the presale benefit, Asking for the sale
A guest walks up to the desk and says, "I heard you're doing something for Black Friday!"
What do you do?
Take control of the conversation and confidently explain the promotion.
A member wants to purchase 4 gift cards at $79.95 each. How much are they spending and how many gift cards do they get?
6 total for $319.80
Q: Complete the sentence:
"Would you like me to put you down for ______ gift cards?"
The max amount of 8 — the goal is to assume the sale and lead confidently.
True or False: The conversation should sound exactly the same when calling a member versus a non-member.
False! The approach should be tailored to the client and their relationship with the spa.
Guest: "I don't know who I'd give them to."
Give two different responses.
You're checking out a member who isn't buying anything. They mention they're doing Christmas shopping this weekend.
🚨 What's your move?
Connect the conversation to the gift card promotion and assume the sale.
A member says, “I only need 2 gift cards.” What should you do before accepting the 2-card sale?
Ask a question and create the opportunity for more. Find out who else they may be shopping for and remind them of the max amount they can get.
A guest says, "I'll have to think about it." Give us your response.
Open-ended answer — team gets points for a response that acknowledges the concern, reinforces value, and keeps the conversation moving.
You're calling a non-member who has visited the spa before. What is one thing you can reference to make the Black Friday conversation feel more personal?
Their previous service, experience, or relationship with the spa before transitioning into the promotion.
A guest says, “I want to purchase the gift cards, but I need them before 11/27.” How should you respond?
Let them know that gift card pickup begins on 11/27, but they also have the option to have their gift cards emailed to them for quicker and easier access.
A guest says, "Let me talk to my husband first."
What should you NOT do?
Simply say "Okay!" and end the conversation.
Instead, uncover what they need to discuss and reinforce the value.
True or False: You should only talk about the smallest gift card package because it's easier for the guest to say yes.
FALSE! Lead with the opportunity/max amount when appropriate, then work down if needed.
🔥 Challenge!
Sell me a Black Friday gift card in 30 seconds or less to the host.
A client says, “I’m not interested in gift cards.” What should you do instead of immediately ending the call?
Ask a question to understand why and look for an opportunity to connect the promotion to their needs.
A non-member says, “I definitely want to take advantage of the Black Friday gift card deal!” How could you use this opportunity to introduce membership and potentially get them the better member offer?
Explain that members receive the better Black Friday offer, 3 gift cards/services for $159.90 compared to 2 for $139.95 and ask if they’d be interested in becoming a member so they can take advantage of the additional value.
You're helping a guest who says they want to purchase gift cards, but they're unsure how many.
What should you do BEFORE immediately giving them a number?
Inform them of the maximum number of gift cards they can purchase and ask, “Who is on your shopping list?”
A guest purchases gift cards. What should you make sure you communicate so they understand the full Black Friday opportunity?
The number of gift cards they are receiving, the total purchase amount, and how the free services work — including that they are only redeemable at this location and expire in one year.
🔥 DOUBLE POINTS ROLE PLAY
Your partner is the guest. You have 30 seconds to sell them the BOGO without sounding scripted.
Role-play challenge!🔥
Your teammate is a non-member who has never purchased a gift card. You have 90 seconds to call them, introduce the Black Friday presale, create excitement, and ask for the sale.
🔥 BUZZER CHALLENGE
Your teammate gives you an objection. You have 30 seconds to respond and ask for the sale.
A member calls after seeing our Black Friday promotion and says, “Wait, why do non-members get Buy One, Get One, but members have to buy two to get one?” How would you explain the difference and highlight the member value?
Explain that the member offer is 3 gift cards/services for $159.90, while the non-member offer is 2 for $139.95. The member is getting one additional gift card/service for only $20 more.