Page 53 - Sales & Service Excellence 2019

“I understand your concern. While this size is our best value, we also offer a 30 ml size if you would like to start with that.”
LOOK - Many times clients do not express a clear concern, but they still can’t commit to making a decision. Observe the client’s body language that may tip you off that something isn’t right. Non-verbal cues could include silence, fingers on lips, head tilted, or acting distracted.
“I noticed you were looking at the ingredient list. Is there a particular ingredient you are looking for that I can help you with?”
ASK AND LISTEN - If you are not sure, just ask. You can say something like:
“You seem undecided. What other questions do you have?”
Build trust by addressing these questions to the client’s satisfaction.
Offer Samples: explaining how, when and
how much to use the product
• Select samples according to your recommendations. Priority samples are:
Advanced Génifique, systematically if not purchased, moisturizers (Rénergie, Absolue, Visionnaire, Hydra Zen), La vie est Belle.
• Explain how, when and how much to use them.
• Place them carefully on the bottom of the bag, along with the Beauty Book or the Expert Consultation Guide you filled out together during your consultation.
Offer to perfume her
“Would you like to try a fragrance?
Is there a Lancôme fragrance that you prefer?"
SALES & SERVICE EXCELLENCE 51