Why the client is attracted to a counter

Why the client is attracted to a counter
•She doesn’t see same things according the distance:
- From far (10 meters) : Appearance of the counter, Beauty Consultant’s attitude
(speaking to each other, seating down…
- Closer: ( 2 meters) : Testers stand, merchandizing, products, cleanliness,
communication of promotion, Beauty Consultant’s smile, make up…
- On the counter (50 cm) : Global Beauty Consultant’s attitude. The way you
talk to her, quality of advices, listening, vocabulary.
DO THIS EXPERIENCE BY YOURSELF
All these IMPORTANT points MUST
BE ATTRACTIVE for her
Positive Attitude
and Perception :
«THE »
Luxury attitude
Our retail partners are synonymous with
Luxury and Prestige.
Orlane is representative of this lifestyle and attitude
as such we owe it to the customer, our retail partners
and Orlane reflect that image.
Positive Attitude
and Perception :
«THE » Luxury
attitude
How your
COUNTER looks
like ?
Counter:
Merchandizing communication:
- Linear - w ell organized, clean and tidy
- Highlighting
- Visible leaflets and diagnostic sheets w ithin hand' s reach
- Check amount of samples for the day
- Testers in good condition, clean, tidy
- Window Display
-Neat table, all your stuff must be in a drawer and
will be only taken out upon request.
-Only few pieces of stationery and notebook put on
the table for a tidy environment.
Positive Attitude
and Perception :
« THE » Luxury
attitude
How do YOU look
like ?
Beauty Consultant appearance:
- Shop dress code standards or black/blue and white. Cleaned and ironed.
In any case: No sport shoes, no too short dress/skirt, no deep sexy cleavage
- Hair clean and combed right
- Nails manicured
- Make up is to be tasteful/discreet.
Beauty Consultant attitude:
-
Smiling
Listening
Open
Professional
The client has to really want spending time with you
YOUR ATTITUDE to attract a customer
Consumers don't want to be sold an article, but HELPED TO BUY one.
Clients are becoming more and more discouraged by pre-prepared welcomes
and react by refusing to acknowledge them:
"I'm just looking".
So, remember that "you never get to make a FIRST impression twice"
So get it right the first time!
Make the FIRST
good impression
- Use original attractive phrases.
- Forget the w ords - " Can I help you" .
- Your catcher does not limit itself necessarily to a
sentence but can be an attitude.
- Have also a touch of humour
Exemple:
A customer is in front of a counter. Strike up a conversation, you can tell her:
- All that choice in our reach, not easy to choose in front of all these temptations, in any case you must be well
inspired because you have a very beautiful skin. By chance, wouldn’t you share your secret? … "
" Provided the favor in return, I make you discover an exceptional product, you don’t know I am sure … "
Helping Tools
to attract Clients
New TOP 6 Protocols
From 10 to 15 min
Be outside your counter with this kind of small tray in a hand and propose to
customers one of the 5 free flash Services.
Put on your tray with a smart presentation:
- Cotton pads
- Tissue
- Selected products
You got her
attention;
Congratulations!
Check if she has time (15mn)
Not enough time
Offer to choose among
the 5 Flash services
- Extraordinary Face
- Reshaping Face
- Relaxed Eye Contour
- Rejuvenated Neck
and décolleté
- Princess Hands
Proceed to
Diagnosis (8 min)
=
Sales
Go back to diagnosis (8 min)
=
Sales
REMEMBER
ORLANE’s Mission: REEDUCATION THE SKIN
Answer every skin needs
At any moment
At any age
Your CORRECT diagnosis is ESSENTIAL
8 min
Anyway remember:
Your ARGUMENTATION = PLEASURE
Your LANGUAGE = HEDONIST
You EXPRESS = PASSION
In TERMES = POETIC, GLAMOROUS
You USE = OF TEMPTATION
Your PRIORITY = Customer’s PLEASURE
Your OBSESSION = HER DESIRE
= Client satisfied
= Your Sales
What the Customer will remember ?
What YOU
say : 7%
So, give every time brochures, diagnosis accompanied
with your advices, samples and sales.
Because words fade away…And you talk a lot !
What YOU show and do
:38%
Show products, apply them on the
Customer with some tips.
What SHE does :
55%
Teach her how to apply
products to experiment by
herself in front of you.
1
0
0
%
ORLANE’s method to find out the customer’s skin priorities
In the daily language we say « 5min » but
everybody knows it never takes only 5 min…
She’ll be surprised with the “8”.
Why she tell me
« 8 min »? It’s not
usual. I’m curious
to know
4 important information to know:
• Skin feeling: Information coming from the customer, we can’t know.
• Lifestyle / Stress: Everyone is tired! It’s an option to propose the skin recovery
program
• Cosmetic habits: To know what product she doesn’t use yet. Knowing the brand
is not essential. We want to know, family's product (serum, cream…) and actions
(hydrating, firming…)
• Desires: The most important ! Her first priority to buy will be based on her
DESIRE.
ORLANE’s questions to obtain answers of the 4 important information
IMPORTANT
START to observe and touch the skin, doing some comments on what you
see, as a professional.
(Dehydration, lake of tonicity, dull complexion, wrinkles…).
But do it with great tact !!!!
Then ask the 4 + 1 ORLANE’s questions.
1st step
2nd step
1)
2)
3)
4)
3rd step
5)
1st
priority
=
Client’s
purchase
 How to recognize the client’s skin needs
STEP 1
DEHYDRATED SKIN TEST
Like on the picture, use your
index finger and lightly press
and lift the cheek, if very fine
lines appear, the skin is
dehydrated.
TIRED SKIN TEST
The eyes area, which is the most
vulnerable, is the first one to be marked
with fine wrinkles and with a lack of
brightness.
TEST OF DENSITY
Pinch the cheek between the index and the
thumb. If there is not to much" volume of
skin " between fingers there is a thinner
epidermis mattress and less density.
TEST OF TONICITY / SLACKENING
Density and firmness can be measured by
pressing your index finger on cheeks. The
least resistance there is, the most skin
slackening there is.
A dehydrated skin is a “condition” of skin, all the types
of skin are concerned. Very fine small lines are lack
of water sign.
Dull complexion is the result of tiredness and/or
asphyxiated skin. Toxins accumulate, is not drained
any more through normal blood circulation, and the
lymphatic one slows down. The toxins give a grey color
to the surface of the skin. Puffiness and dark circles
appear.
Deep wrinkles are visible to the naked eye and usually are
most prominent on the forehead, around the eyes and on
the nasolabial area.
But the environment around wrinkles is also modified and
the skin pillow loses its thickness.
With time, the skin becomes finer, and loses its density
and elasticity and fine lines are deeper.
The features grow hollow, contours sag. For women, the
face oval is the most concern area regarding
slackening.
STEP 2
ORLANE’s questions to obtain answers of the 4 important information
The 4 + 1 ORLANE’s questions
1) How do you feel your skin is at the moment?
- During vacation? To encourage customers speaking freely about her skin feeling.
- 10 years ago ?
2) Do you see any specific signs of fatigue on 9 people on 10 are tired in our world.
your skin? (Orlane has got almost the unique program to answer to this such concern).
3) What is your skin care ritual at home ? You’ll know what kind of products she doesn’t use
(Serum, scrub, masks, eye contour, neck…)
4) (What kind of skin problem do you think you Skip it, if she talked a lot before.
have?) Otherwise she’ll think you didn’t listen..
5) If you had a magic wand, what kind of concern,
would you like to improve? As the first priority. On
your face… or on your body? If she buys something it will be surely to solve this concern.
Your client will be aware about skin concerns she has not solved yet.
And YOU HAVE THE solution.
The Beauty Diagnosis
The best tool to choose ideal skin care products to your customer thanks to her answers,
after has done the ORLANE’s method.
At a glance, you can see main programs in the brand in a very simple way. Even if you don’t
know ORLANE well, you’ll be able to advise and sell products.
For other products, like Cleansers,(less difficult to sell) you can add them, on the back of the
sheet (beauty prescription)
The Beauty Diagnosis
The beauty diagnosis is made in 2 parts:
- On the left, client’s skin concerns,
- On the right, answers through products .
• Horizontally, each program, with its name and color code, answering to the corresponding
concerns.
• Vertically, each family product: Serums as the first priority, creams as second and specific products as third.
And as the universal and indispensable treatment B21 Extraordinaire to oversee all other products
The Beauty Diagnosis
How to use it ?
According your customer’s answers during the 8 min of your skin diagnosis,
you mark, into squares, her skin’s concerns by priorities: 1, 2, 3. (It might be several answers
for each priority)
The first priority is EVERYTIME the answer to the question 5 (If you had a magic wand…).
See example here below:
1
1
2
2
3
1
2
2
3
The Beauty Diagnosis
1st priority is : The answer to the 5th question (If you had a magic wand…)
+ B21 Extraordinaire: For everyone because of the Global Anti-Aging and unique “Youth
Reset” action
2nd and 3rd priority: Thanks to your “active listening” during the diagnosis (8 min) you
should be able to recognize them regarding what the client said.
See example here below:
1
1
2
2
3
1
2
2
3
The Beauty Diagnosis
We suggest proposing to the customer between 3 and 5 products. No less, no more. Less, you
take the risk to lose your sale, more the client could be afraid.
1st priority: 5) If you had a magic wand, what kind of concern,
would you like to improve? As the first priority. On your face… or on your body? = Firming Serum + B21 Ext.
2nd priority: Do you see any specific signs of fatigue on your skin? = Abs. Skin Recovery Eyes and Mask
3rd priority: How do you feel your skin is at the moment? = Super Moisturizing Light Cream
1
1
2
2
3
1
2
2
3
The Sale
1st
Priority
2nd
Priority
3rd Priority
If you had an « active » listening with your client, you’ll be able to sell products she
WANTS (because you triggered her desire )
Among this 5 products, you must focus on the 1st Priority, reformulating what she
says and remind the products’ benefits and results on her skin.
The Sale
Example:
« I well understood you still have skin care products at home. Here I just show you what are your
skin’s needs now, taking into account the season, what we see together, as well as what YOU TOLD
me »
A) “Your emergency to start TONIGHT is that!” (1st priority). Repeat shortly advantages of products
for her)
B) “My suggestion is also to put the Absolute Skin Recovery Mask and Eye Contour, which are
unique in this brand, with an amazing result on your signs of tiredness. Remember, like if you had 2
weeks of vacation for your skin!” 2nd priority
C) “And if you have to renew your cream this one is ideal for you now to…”(repeat shortly
advantages of products for her). 3rd priority
For each step, you have to be sure of your sale, before going on with other products. At the end, go
on trying with complementary products (Cleanser, lotion, scrub…)
Emergency =
1st
priority
2nd
Priority
3rd Priority
The Sale
You have many other choices to propose products to the client beyond the previous example.
It depends a lot on what she said during the diagnosis and products she has at home.
You have to observe and listen to her well. Don’t forget her body language, to have maximum
of information regarding on what she’s interested or no.
It can be also :
2nd Priority
Emergency = 1st priority
3rd Priority
Don’t forget !
Give the diagnosis’s brochure filled and dated.
Giving programs’ Brochures with any samples you give and any product you sell, as
complementary information for you client.
Using samples to help you in your sales. (« - For 1 product more, I can give you this travel size
for 7 days of treatment… »)
In any case, (sales or just sampling) ask to the client to give you her phone number and email
address. Saying it is very important for you to know what she thinks about products and her
felling. And if she doesn’t mind you’ll contact her in around 10 days.
TIPS
TO ATTRACT CUSTOMER:
- A « Sun touch » on the face, for a return of Holiday appearance (Bronzing Powder)
- For a short lesson to know how to apply an eye contour