Courtesy of The Raithwaite Estate Spa, N Yorks
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UK Spa Association

News and views from the UK Spa Association

The Retail Experience

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Our Spa Guests want to shop, what they don’t want is to be sold to. Here are some tips on effective retailing from my own experience working in Spas.

Selling shouldn’t be a chore, it shouldn’t feel uncomfortable and it shouldn’t be forced. The Therapists with the highest sales in my experience are those that simply express passion for the products demonstrating a genuine belief in the benefit to the customer. The products will sell themselves if combined with a wonderful treatment and to emphasize this the Therapist has the opportunity to select the most appropriate products for that client’s skin type and requirements. The key is to then gently advise on why they have selected the products that they have chosen, discuss the client’s current beauty regime, identify any specific needs and concerns and simply make recommendations.

The Therapist should have had thorough training in the product brand that they are using and it’s vital they have been able to experience the products themselves. The most genuine and effective sales come from Therapists who can vouch for the product they are recommending.

Let the client finish their treatment in a wonderfully relaxing way by offering them a drink and then ideally taking them to a relaxation space where they may continue to rest. The worst end to a treatment is to have a sale pushed on you. 

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