Add-ons: Overcoming Objections
  • NAILS Magazine
  • May 17, 2011

In last week’s post, we talked about the many reasons why nail technicians hold back on offering additional services and add-on menus. This list of reasons is from the last article and below each one you’ll find some solutions. These suggestions will help you to become more comfortable with the sometimes uncomfortable task of offering add-ons.

 

New nail technician objections:

 

• They’re working on getting comfortable with offering additional services or menu.

 

We all know the sayings, if at first you don’t succeed, try, try again and practice makes perfect. So instead of hanging out in the back room, do something that will help build your business. Practice your add-on delivery with a coworker. Have her sit in the pedicure chair or at your station and role play. Practicing your dialogue will help you feel less anxiety over offering additional services. When you’re comfortable, you’re less nervous and you’ll be able to offer add-ons with ease.

 

• I found many of the new nail techs couldn’t explain the services to a client; they didn’t study the services they offered.

 

I assure you it’s embarrassing when a client asks a question and you don’t know the answer. Be prepared when making an add-on offering — you’ll probably get a few questions. Memorize the price points of each additional service so you know the cost when asked. Get familiar with the products and steps for each service. Study your additional services menu and have a few key points to share with your client. Also, how can you talk about the service if you haven’t experienced it yourself? Try the service so you can speak from experience.

 

• Because they don’t know the menu, they talk too much and lose the client, they stumble over their words.

 

By having a few statements prepared, you won’t stumble over your words. If you ramble on and talk too much, you will lose your clients attention and the sale. Be clear, concise, direct, and to the point. Prepare how to answer common questions like “What does a paraffin treatment do?” and “What does the mask do?”

 

• They’re finding out how to say things and what verbiage works best for them.

 

If you don’t know what to say, try writing it down it on paper first. Add and delete words until you have a few sentences you feel comfortable responding with. Once you’ve constructed your answer, memorize it for a thought-out and prepared reply.

 

• They felt terrible whenever they’re turned down and take it as a personal failure.

 

We all get turned down from time to time — don’t worry about it. It’s only a failure if you don’t make the offering. If you get turned down, shake if off and move onto the next client. Don’t get do hung up on the “No.” Celebrate the fact that you mentioned the add-ons and made your client aware of the services you offer. You’ve planted a seed and at some point all seeds germinate. Maybe they don’t do the add-on today, but maybe another day they will.

 

• They look at their own wallet and assume because they wouldn’t pay X amount of dollars for that service, their clients

won’t either. Many also assume if they don’t have the money, their clients don’t either.

 

Never judge a book by its cover; we’ve all heard that before. The same is true of your clients. All you can do is make the additional service offering. If they take you up on it, great, if they don’t, great — at least you made the offering. It is up to your client if they want to do the additional service or not. You never know if someone has been saving up for the appointment, received a gift certificate, or is treating herself. What they have in their wallet is none of our business. They have to choose whether they can spend the money or if it’s a great value. It’s not for us to decide.

 

• They feel uncomfortable with the silence after they ask if the client would like to do an add-on.

It’s okay for clients to be silent for a moment after offering the add-on. Let them take a minute to digest the information you’ve just given them. Don’t feel bad if they don’t answer right away, they’re absorbing the information. Remember, the worst thing they can say is no.

 

• I can barely get through the pedicure and now you want me to do an add-on?

 

Become conscious of your services times. Do you let your client soak for too long? Do you spend too much time talking? Does it take you forever to polish? When you get better at these skills, your service times will improve and then you can incorporate the add-on.

 

Stay tuned for next week when we tackle the struggles of seasoned nail technicians. Additional services add up and put money in your pocket. Offering add-ons — one more way to help you how to stand out above the rest and become the BEST!

 

— Jill

 

Keywords:   customer service     Jill Wilson     salon services  

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