Chapter 31 On the Job

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Chapter 31

On the Job

© Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

“Someone has defined genius as intensity of purpose: the ability to do, the patience to wait…. Put these together and

you have genius and you have achievement.”

– Leo J. Muir

© Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

Objectives

• Describe what everyday behavior is expected of a new employee.

• List the habits of a good salon team player.• Describe three different ways in which salon

professionals are compensated.• Explain the principles of selling products and services in

the salon.• List the most effective ways to build a client base.

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The School Environment

• Forgiving

• Correctable mistakes

• Adaptable schedules

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The Salon Environment

• Salon and client needs first

• Salon computerization

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The Real World

• Do not expect to get the highest paid position doing only what you like best when you first graduate.

• The bad news is that you may start at the bottom as an assistant and work your way up.

• The good news is that you will be learning throughout the journey.

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Points for Client Service

• Put others first.

• Be true to your word.

• Be punctual.

• Be a problem solver.

• Be a lifelong learner.

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Salon Teamwork

• Strive to help.

• Pitch in.

• Share your knowledge.

• Remain positive.

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• Become a relationship builder.

• Be willing to resolve conflicts.

• Be willing to be subordinate.

• Be sincerely loyal.

Salon Teamwork (continued)

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Job Description

• Read it carefully.

• Make sure you understand it.

• Ask necessary questions.

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Job Description Example

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Compensation Methods

• Salary– Flat rate– Hourly rate

• Commission– 25 to 60 percent (experience

required)• Salary plus commission

– Basic pay– Commission on services and retail

• Tips

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Employee Evaluations

• Formal evaluations

• Informal help

• Role model

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Financial Planning

• Research and plan.

• Be aware of debts and expenses.

• Build a personal budget and live by it.

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Give Yourself a Raise

• Spend less.

• Work more hours.

• Increase prices and/or services.

• Retail more. Most salons pay a commission on products sold to clients.

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Seek Professional Advice

• Research and interview financial planners.

• Speak to bank officers.

• Questions to consider:– How do expenses compare to income?

– What is your balance after expenses are paid?

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Sell, Sell, Sell

• Ticket upgrading or upselling services

• Retailing

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Principles of Selling

• Know the benefits of products.• Adapt to client’s personality and needs (hard or soft sell).• Be self-confident.• Ask questions.• Don’t misrepresent services or products.• Don’t underestimate clients‘ intelligence.• Be relaxed and friendly.• Recognize when to close the sale.

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Overcoming Objections

• Reword the objection.

• For example: – You offer a client who has just received a color

treatment a shampoo for color-treated hair. She states she already has a shampoo for color-treated hair.

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• “It’s good to use a shampoo for color-treated hair. However, I noticed that your hair is still dry, even before we applied the color. This shampoo not only protects your color from fading, it will also moisturize it, which will add the shine you said you wanted.”

Overcoming Objections (continued)

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Psychology of Selling

• Determine client’s reason for purchasing.– To look better– To feel better about self– To solve a problem

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Sales Techniques

• Ask client what products used now.

• Discuss products while using them.

• Place product in client’s hands.

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• Advise client of product benefits.

• Keep retail areas clean, well-lit, appealing.

• Inform client of promotions and sales.

• Stress merits of using professional products.

• Offer quick styling lesson.

Sales Techniques (continued)

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Sales Techniques (continued)

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Five Points of Selling

• Establish rapport with client.

• Determine client’s needs.

• Recommend products/services based on needs.

• Emphasize benefits.

• Close sale.

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Building a Client Base

• Send birthday cards.

• Provide good service.

• Be reliable.

• Be respectful.

• Be positive.

• Be professional.

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• Use business card referrals.

• Use local business referrals.

• Speak publicly.

Building a Client Base (continued)

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Rebooking

• The process of getting the client to schedule a future appointment before leaving the salon

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Tap All Resources

• There are many books and Web articles that give great strategies for building a client base and keeping clients coming back. Choose a new strategy every month or so until you find one that works best for you.

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On Your Way

• Practice makes perfect.

• Network with other professionals.

• Become a lifelong learner.

• Make career satisfaction your goal.

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Summary and Review

• What is expected of a new salon employee, and what are two things you must do every day?

• What are six habits of a good salon team player?

• What are the three most common methods of salon compensation you are likely to encounter?

© Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

• What are five principles of selling salon products and services? Please explain them.

• What are six ways to expand your client base?

Summary and Review (continued)

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Congratulations!

You have completed one unit of study toward course completion.