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Old 04-17-2011, 07:43 PM   #1 (permalink)
 
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Arrow New Salon Manager struggling with lotion sales

Good evening,

I am a recently-hired salon manager, and I am having a little trouble selling lotions to clients. After making small talk with the clients, I ask them, "What lotion are you using to tan today?" When the person answers with, "Nothing," then I explain why they need to be using something. I say, "We do recommend using a quality indoor tanning lotion in the UV beds because it will help you tan up to 70% faster and replenish nutrient lost during the tanning process." The client says, "No, thanks - I'm fine." Then I say, "Ok. If you're ever not satisfied with the results you're seeing, let us know and we can definitely set you up with something."

The company I work for does not want us to be sales "sharks." Therefore, we aren't supposed to be pestering the clients. However, our salon's goal PPTA (product per tanner average) for the season is $2.50. Therefore, we would like everyone to reach at least $2.50 as much as possible. Yesterday, mine was $0.23, while the employees I worked with were around $6.00 each!! I'm not so worried about my personal bonus, I'm worried about the fact that I am a manager and my employees are out-performing me. I need to be an example if I'm going to be a successful manager. I am in desperate need of help!! Someone please critique my sales routine and let me know how I can improve without being a sales shark.

Sincerely,

Zach
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Old 04-18-2011, 12:01 PM   #2 (permalink)
 
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Re: New Salon Manager struggling with lotion sales

You might consider observing them to see how they do it. Perhaps you will be surprised that they do not push the subject at all but appear helpful and friendly. I'm a terrible salesman, so I don't know if I have the best advice, but my PSA is higher than any of my employees. I think I am good at two things: 1) product knowledge (or at least appearing confident about them), and 2) I seem like the guy that is just there to answer questions and not sell to you.

I'm not sure why it works for me though. Maybe I have the highest because my employees are so much worse than me. =)
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Old 04-27-2011, 08:37 AM   #3 (permalink)
 
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Re: New Salon Manager struggling with lotion sales

Instead of using the age old question of...What lotion are you using today? Try:
Can you tell me how you think your tan is progessing since you have started tanning? let them answer. Next ask: Are you seeing that there are certain areas on your body that seem like they are getting darker than other areas? (most likely they will answer yes to this..ie: legs, face ect) Then say: well if you dont mind me asking, what products are you using to enhance that area? they will say Nothing. Then show them a product that will help with the face and legs...you then just be quiet, let them ponder. If they say no to getting a lotion to help...then say when you decide to get the most out of your tanning visit, please let me know so that i can get you the product you need to make your tan the best it can be...it's amazing how clients have problem areas and how this lotion corrects it for them...and as always we garantee all purchases to work, if you are not satisfied - I will personally refund your money. (puppy dog close.) You just planted the seed. Now every time you see them you ask : Are you still having trouble with the tan on your legs/face?
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Old 04-27-2011, 08:46 AM   #4 (permalink)
 
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Re: New Salon Manager struggling with lotion sales

oh and a quick thought.
A manager is not always a sales person. A manager should be there to manage, not sell..just an added person to keep the salon running smoothly and engage your employees to be the best sales people they can be...are you behind the counter working sales? I guess my thoughts as a manager goes - is that you are the backbone of the location, not the frontline.
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Old 05-17-2011, 12:08 PM   #5 (permalink)
 
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Re: New Salon Manager struggling with lotion sales

Shari -

Thanks for the advice. I'm beginning to wonder if you work for the same company as me haha! Your examples of questions are very nice, and you make it "sound" very easy. I just hope I can put some of this to use.

While I am a manager, I am out on the front lines tanning people and selling. Part of my job is to also coach and counsel those who are not performing. I don't feel that I can discipline someone for low sales when mine are equally low or worse!

Thanks!

Zach
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Old 05-19-2011, 05:15 PM   #6 (permalink)
 
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Re: New Salon Manager struggling with lotion sales

Don't be too hard on yourself Flydxc1, it usually takes a good three months to settle into any new job and find a comfort level.
I agree with TheSpook's advice... although since he has a good smile I would say that's at least 50% of his sales technique. I also agree with Shari's comments.
In my situation, I'm the backbone and the front line. My first year was complete learning. I thought I'd never get into understanding the lotions but I did. Once I found my comfort zone it all came together. It will for you too.
I also encourage my tanners to drink lots of water so they don't dehydrate. The tanning process is meant to enhance your skin, not destroy it.. and new tanners need to understand that.
I'm thinking of getting some of those Educational discs that Smart Tan have out so people who are waiting can view them.
Good luck on your Management venture and I'm sure your PPTA will grow as you go. :)
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Old 05-19-2011, 06:06 PM   #7 (permalink)
 
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Re: New Salon Manager struggling with lotion sales

Remember one thing in sales. "facts tell, stories sell." you can give people percentages on how much faster you can tan with lotion but it is always more effective to tell a success story from a person using the product you are trying to push. People typically don't want to hear numbers. They want to hear that a product works.
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