Page 5 - Sales & Service Excellence 2019
P. 5
SALES & SERVICE
EXCELLENCE
Introduction : La vie est belle en Lancôme ................................ 5 L’école Lancôme....................................................................................... 7
WELCOME TO LANCÔME
How to welcome.....................................................................................10 Taking Care of your counter...........................................................12 Identify your Client then connect!............................................... 14 Identify your Client then connect!............................................... 14
LISTEN & UNDERSTAND NEEDS
The Lancôme Conversation ............................................................ 18 Handling Accompanying guests ................................................. 20 Show that you understood and reformulate .......................... 22
RECOMMEND & DEMONSTRATE
The Skincare Recommendation................................................... 24 Improve your Gestures: Skincare................................................ 26 How to recommend Foundation .................................................. 28 Recommending & Applying Eye Make-up.............................30 Recommending & Applying Lipstick ....................................... 32 The Fragrance Recommendation................................................ 34 Improve your Gestures: Fragrance ............................................ 36
LINK SELL & CONFIRM
Skincare................................................................................................... 40 Make-up ................................................................................................... 41 Fragrance ............................................................................................... 42
CROSS-SELL VIA A SERVICE
Beauty Services Menu....................................................................... 44 CLOSE SALE & CELEBRATE
Close the Sale ......................................................................................... 48
BUILD LOYALTY
Add her to your privileged Client list.........................................54 After the visit..........................................................................................56 Telephone Protocol & Etiquette.....................................................58
