Page 20 - Sales & Service Excellence 2019
P. 20

                LISTEN & UNDERSTAND
THE LANCÔME C ON V E R S AT ION
OUR WORLDWIDE MYSTERY SHOPPING SURVEYS SHOW THAT LANCÔME BEAUTY ADVISORS TEND TO JUMP TOO QUICKLY TO PRODUCT RECOMMENDATIONS WITHOUT HAVING UNDERSTOOD THEIR CLIENT’S NEEDS.
This often leads to a “push product” attitude that frustrates our clients and makes link and cross selling difficult.
Be sure to ask the right questions, and more importantly, show that you listened carefully by reformulating your client’s response to confirm her wants and needs before making your recommendations. You will be surprised with the results!
skincare
If your client is interested in skincare, open a friendly conversation to connect with her. Ask open questions to quickly uncover her concerns and the results she is searching for.
Find out what she likes about her skin now, and what she would like to change about the way it looks or feels.
Ask how her skin feels throughout the day - does it shine, or feel tight and if so, where?
Also, ask her to describe her current daily skincare routine. Listen carefully for clues on the time she has for taking care of her skin and the textures she prefers.
 18 SALES & SERVICE EXCELLENCE
 























































































   18   19   20   21   22