Page 22 - Sales & Service Excellence 2019

BUILD LOYALTY
HANDLING ACCOMPANYING GUESTS
THE PERSON ACCOMPANYING
YOUR CLIENT IS ALSO YOUR CLIENT
This situation requires particular attention as it involves a three-way relationship between you, the client and the person accompanying her/ him. Do not forget that the person accompanying your client may become a customer in the near future; this visit is a great opportunity to build the brand and acquire loyalty.
1Place yourself in a triangle, facing the lient and guest.
c2
accompanying your client is agitated or
impatient, offer her some personalised advice, given, if possible, by 3another consultant.
Allow the client to
express her request, then invite the
accompanying party to give an opinion.
Example
The client is looking for a product for sensitive skin.
Ask the person accompanying the client if they have noticed any reactions on their friend's skin, whether due to emotion or weather.
Be kind and attentive
if the accompanying party shares her experience. Be sure to show sustained attention
and participation.
4Present the products and textures to the two people. Ask each
of them their opinion.
To avoid objections from the accompanying party being based on their own case rather than that of the client, remind them that their needs may
5be different.
Offer samples and
brochures to both of them and prepare
a bag for each of them.
If the person
Bonding with them in this way gives you the opportunity to make them both brand-loyal customers!
20 SALES & SERVICE EXCELLENCE