The Green Appointment

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• The Green Appointment

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Jamie HagenSkincare Product Education
Specialist
Nationwide  888-290-8266 xt.241 Direct 
504-297-1478 Fax  [phone] Jamie.Hagen_at_Planet
beach.com
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The Green Appointment

• Part I
• The New Member Consultation
• Part II
• The Skincare Consultation
• Part III
• The Quarterly Follow-Up

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Part IThe New Member Consultation
The Green Appointment

• DAY OF or 1 DAY AFTER New Member Agreement is
  signed
• Written in the Appointment Binder, denoted in
  GREEN INK
• New Member Consultation questionnaire
• Service Rotation Recommendation
• Create CUSTOMIZED Spa Essentials Kit
• MAKE THE SALE!!

Spa Goals
25 off total product sale
THAT DAY ONLY!
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The Green Appointment
The Green Appointment
Why Consultative Selling?
Why Consultative Selling?

• Emphasizes customer needs and meeting those needs
  with solutions combining products and services
• Assures the customer receives more value from the
  product or service they have purchased than they
  have paid
• Ensures a positive return on investment
• Ultimately maximizes customers investment and
  experience
• Increases your Spas credability sets you apart
  from the rest!

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The Green Appointment
3 Keys to Consultative Selling

• Providing customized vs. generic solutions
• Asking more questions
• Interactive dialogue
• In Consultative Selling, the customers NEEDS
  come first. The Spa Consultant must learn about
  the members needs before talking product!

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The Green Appointment
Why Product Bundling?

• Adds value to the investment
• Bundling SAVINGS!!
• Introduces basic products which will enhance the
  results of services
• Encourages purchasing habits by suggesting
  products immediately
• Creates future product sales
• This bundle should be CUSTOMIZED to provide
  value and increase credibility.
• Remember CONSULTATIVE SELLING!

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The Green Appointment
Planet Beach Product Bundling

• The customized
• SPA ESSENTIALS KIT

25 off total product sale!!
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The New Member Consultation
The New Member Consultation

• Designed to enhance and maximize the new member's
  membership
• Assists the Spa Consultant in personalizing a
  specific service schedule and product regime for
  each member
• Spa Consultant will suggest all retail products
  to enhance the member's Contempo Spa experience
• The personalized schedule and product regime will
  compliment the investment for each new member
  provide individualized service

Attention Retention!
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The New Member Consultation
The New Member ConsultationPREPARATION

• Spa Consultant will confirm ALL scheduled New
  Member Consultations ahead of time
• The updated Daily Duties Checklist has included
  this responsibility
• Spa Consultant will review the member's sales
  history and service history (if applicable)
• Use a laminated Service Rotation Cheat Sheet
  (kept behind the counter) for proper education
  and easier consultation facilitation
• It is IMPERATIVE that each Spa Consultant be
  fully prepared prior to the appointment!

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The New Member Consultation

• Service Rotation Cheat Sheet

Have a laminated Service Rotation Cheat Sheet
behind counter for proper education.
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QUESTIONS?
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The New Member Consultation

• Hosting the New Member Consultation
• PROCEDURE

• Greet the new member - Circle of Success
  Greeting
• Have the New Member Consultation Questionnaire
  ready. (You will order a bundle of these forms,
  off of Work Flow One.)
• Confirm that the new member knows that he/she
  will always sign in on the Member Register.
• Bring the member to the consultation area and sit
  down with him/her to begin the consultation.

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Begin the Consultative Selling

• New Member Consultation Questionnaire
• NOW available for purchase on Work Flow One
• Part of the Consultation Pack, or can be
  purchased Ala-Carte
• Filled out by the Spa Consultant with the Member
• Creating Service Rotation and Product
  Recommendation
• By asking the RIGHT questions
• Determining the Members wants and needs
• YOUR job to exceed their expectations!!

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The New Member Consultation

• Begin the consultation by reviewing the New
  Member Consultation Questionnaire with the member
  and making essential notes on the form.
• After reviewing the members answers, provide the
  member with a suitable service rotation schedule
  and product regime recommendations.
• The products will be reviewed in detail and the
  usage will be written on the form for the member.
  Write these recommendations down on the New
  Member Consultation Questionnaire. You will
  provide your member with one copy and you will
  retain the second copy (the form is a carbon
  copy) and place it in the members file.
• By writing the product recommendations on the
  form, you have created the members customized
  Spa Essentials Kit.

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The New Member Consultation

• Now is time to set the Skincare Consultation
  appointment with your member. This appointment
  will take place 1 week following the New Member
  Consultation.
• Once the Skincare Consultation appointment has
  been made, review the members customized Spa
  Essentials Kit once again.
• ASK FOR THE SALE, and let the member know youll
  have all of the products rung up and waiting at
  the counter for them when they leave that day.
• Allow the member to use services at this time,
  and let them take the products for those services
  with them to their Spa Room. Make sure to ring
  those products in the total sale!
• 25 off the total of selected products THAT DAY
  ONLY

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The New Member Consultation
13. While the member is taking advantage of
services, gather the products he/she is
purchasing that day, and bundle them in a bag
for the member. Have them ready and waiting at
the cash wrap to be rung up after they are
finished with services and ready to leave. 14.
Ring the Sale remember to take 25 off the
entire product purchase! 15. Finally,
congratulate the member once again for becoming a
member with Planet Beach Contempo Spa, and thank
them for their time and purchase.
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The New Member Consultation

• Hosting the New Member Consultation
• WRAP UP

• The Spa Consultant will write the members
  upcoming Skincare Consultation in the Appointment
  Binder, and it must be denoted in GREEN INK
• The New Member Consultation Questionnaire should
  now be placed in the members file and retained
  at the Spa.

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QUESTIONS?
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Part IIThe Skincare Consultation
The Green Appointment

• 1 week after New Member Consultation
• Conducted by Skincare Specialist or Spa
  Consultant which hosted this members New Member
  Consultation
• Skin Solution Quiz
• Personalized recommendation
• Skin Solution Prescription

Your Skin Solution
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The Skincare Consultation
The Skincare Consultation

• Designed to provide a specialized service to the
  member, which will educate them on the importance
  of caring for their facial skin
• Includes a skin type analysis to determine needs
  which the member would like to address concerning
  the way his/her facial skin looks and feels
• Shows the member how Planet Beach Contempo Spa
  can provide them with overall Skin Health and
  Wellness
• Initiates the sale of various PB Holistic
  Skincare products, and ultimately increase retail
  sales in the Spa
• Customized skincare product regime will
  compliment the initial investment which the
  member has made with your Spa
• Increases your credibility as a Planet Beach
  Contempo Spa

Attention Retention!
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The Skincare Consultation
The Skincare ConsultationPREPARATION

• Finding Your Skin Solution Questionnaire
• NOW available for purchase on Work Flow One
• Part of the Consultation Pack, or can be
  purchased Ala-Carte
• Filled out by the customer
• Finding Your Skin Solution Answer Key
• Print for your own use off of ORION Spa
  Documents, Green Appointment 2008 Folder
• Use to score your customers Skin Typing
  Questionnaire
• Determines the customers Skin Type and main Skin
  Condition(s)

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The Skincare Consultation
The Skincare ConsultationPREPARATION

• Skin Type and Condition Analysis Document
• Print for use off of ORION Spa Documents, Green
  Appointment 2008 Folder
• Review with customer to educate them on
  particular Skin Type and Condition(s)
• Use to recommend effective products for each
  individual customer
• Prescription Pad
• NOW available for purchase on Work Flow One
• Part of the Consultation Pack, or can be
  purchased Ala-Carte
• Used to give the customer their Skin Solution
  consisting of products and usage

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Lets Learn
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The Skincare Consultation

• Hosting the Skincare Consultation
• PROCEDURE

• Have the Finding Your Skin Solution
  consultation questionnaire ready. Greet the
  member and have them sign in on the Member
  Register.
• Bring the member to the consultation area and sit
  down with him/her to begin the consultation.
• Give the member the Finding Your Skin Solution
  consultation questionnaire to the member to fill
  out.
• Once the questionnaire has been filled out by the
  member, the Skincare Specialist/Spa Consultant
  will quickly score the questionnaire.

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The Skincare Consultation

• 5. Once the Questionnaire is scored, and the
  Skin Type and Condition(s) of the member are
  determined, review the information on the Skin
  Type Condition Analysis recommendation sheet
  and recommended products with the member.
• As you are recommending each product, place each
  product individually onto the consultation table
  and review the features and benefits of each one.
  Let the member know whats in it for them, and
  how each product you are recommending will
  address their specific skin concerns and skin
  type.
• Once you have reviewed each product, use the Skin
  Solution Prescription Pad and place check marks
  in each of the boxes next to the name of each
  product which you recommended.
• ASK FOR THE SALE!!

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The New Member Consultation
9. Once you have determined which products the
member will be purchasing that day, write the
products, his/her daily usage and regime, and
any special notes or tips on the back side of the
prescription page, and give it to them to take
home. 10. Allow the member to use services, and
gather the Skincare products he/she is
purchasing and let them know youll have their
Skincare Kit ready for them when they leave the
Spa that day. 11. While the member is taking
advantage of services, gather the products
he/she is purchasing that day, and bundle them
in a bag for the member. Have them ready and
waiting at the cash wrap to be rung up after
they are finished with services and ready to
leave. 12. Ring the Sale when the member is ready
to leave for the day.
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The Skincare Consultation

• 13. At this time, the Front Desk Attendant will
  schedule the Quarterly Follow Up appointment
  with the member. This appointment will be
  scheduled for 3 months after the Skincare
  Consultation.
• 14. Finally, congratulate the member once again
  for becoming a member with Planet Beach Contempo
  Spa, and thank them for their time and
  purchase. Let them know they will be contacted
  in 3 months as a reminder for their Quarterly
  Follow Up appointment.

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QUESTIONS?
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The Skincare Consultation

• Hosting the Skincare Consultation
• WRAP UP

• The Front Desk Attendant will write the members
  upcoming Quarterly Follow Up in the Appointment
  Binder, and it must be denoted in GREEN INK
• Place all documents back in the members file,
  and return it to its proper storage space in the
  Spa.

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Part IIIThe Quarterly Follow-Up
The Green Appointment

• 3 months after New Member
• Consultation/Skincare Consultation
• Conducted by Skincare Specialist or Spa
  Consultant that hosted that members initial
  appointments
• Any fully trained Spa Consultant if the original
  one is unavailable
• Review Service Rotation Products
• Review the Skincare products purchased regime
• Recommend any product or
• service change

How are you doing?
Satisfied? Changes?
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The Quarterly Follow Up
The Quarterly Follow Up

• To ensure the member is still satisfied with the
  original service rotation, product use, and
  skincare product regime he/she was initially
  introduced to
• to replenish or introduce any product that may
  further assist in enhancing the members
  investment and expectations
• Continues to increase retail sales in the Spa
• Continued customer service and special attention
  to the members needs will further enhance the
  initial investment which he/she has made with
  your Spa
• Increases your credibility as a Planet Beach
  Contempo Spa

Attention Retention!
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The Quarterly Follow Up
The Quarterly Follow UpPREPARATION

• Skincare Specialist/Spa Consultant will confirm
  the scheduled Quarterly Follow Up appointment
  ahead of time
• All forms necessary to facilitate this
  appointment must be obtained at this time
• The New Member Consultation questionnaire
• The Finding Your Skin Solution consultation
  questionnaire
• (Both forms have already been filled out in
  Parts I II of the Green Appointment and will
  be available in the members file, retained by
  the Spa.)
• The Skincare Product Prescription Pad
• It is IMPERATIVE that each Skincare
  Specialist/Spa Consultant be fully prepared prior
  to the appointment!

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The Quarterly Follow-UpPROCEDURE
The Quarterly Follow Up

• Review Service Rotation Products
• Review the Skincare products purchased regime
• Recommend any product or
• service change

How are you doing?
Satisfied? Changes?
Remember CONSULTATIVE SELLING!
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QUESTIONS?
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Jamie HagenSkincare Product Education
Specialist
Nationwide  888-290-8266 xt.241 Direct 
504-297-1478 Fax  [phone] Jamie.Hagen_at_Planet
beach.com