revision
Unit 205- Promoting services
Unit 209- Styling
Lesson duration is: 46 minItems in this lesson
Unit 205- Promoting services
Unit 209- Styling
Unit 205- What you need to know
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Unit 209- What you need to know
3
What is your definition of alpha keratin?
What is your definition of beta keratin?
What is your definition of alpha keratin?
Alpha keratin and beta keratin
Alpha keratin and Beta Keratin are the names given to 2 different hair states.
Alpha keratin is used to describe hair when it is in its natural state, unstretched and un-styled.
Beta keratin is used to describe hair when it is in a styled state and the hydrogen bonds have been stretched temporarily been changed.
Natural ALPHA KERATIN state
Styled BETA KERATIN state
What is your definition of hygroscopic?
What is your definition of salt bonds?
What is your definition of hydrogen bonds?
What is your definition of Di-sulphide bonds?
What is your definition of poly peptide chain?
How does humidity effect the hair?
Describe the physical effects of styling on the hair. Remember your key words!
Unit 205
Recommending services and products
6
Legislation
When promoting products and services it is important that you are aware of the legislation which covers selling and recommending products/services.
The main 6 you need to be aware of are:
The data protection act
Trade descriptions act 1972
Supply of goods and services act 1982
The prices Act 1974
The consumer safety act 1978
The consumer protection act 1987
Failure to comply with these legislations could result in your salon or yourself being fined
Legislation
The data protection act- Protecting clients personal details
Only authorised staff have access
Only used for official use
Details kept up to date
Old details destroyed
Trade descriptions act 1972- Ensuring items are described correctly
Quantity must be stated
Sold at stated price
Fit for purpose
Clearly labelled where it was made
Verbal/written advertisement must be accurate
Legislation
Supply of goods and services act 1982
Staff must be competent to deliver service
Staff must be knowledgeable and competent to promote products and services they are recommending
The prices Act 1974
Ensures that prices are accurate and displayed so the client (consumer) is not misled to the value or price
Legislation
The consumer safety act 1978
Reduces the risk to the consumer from any products which might be potentially dangerous
The consumer protection act 1987
Ensures safety standards of goods and goods used in workplaces
Anyone suffering personal injury, damage to personal property or death can take legal action against producers, importers, brand owners
How do we recommend a product or service???
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Step 1: Identify the need
You need to identify that the client would benefit from a product/service and then find an appropriate time to create the opportunity to inform them. These could be:
During consultation
Through the service
At the end of the service
When they are rebooking their next service
Step 2: Recommend the product/service
You will naturally decide on the best products to use on your client to achieve the desired result or if a client would benefit from a different service. Or your client may tell you that they struggle to maintain their style at home. These are the opportunities for you to introduce additional services or products.
Step 3: Explain the features and benefits
Features:
The characteristics of the service/product
What it does, how long it will last, how to use it, how much it costs, ingredients
Benefits:
The advantage to the client
Enhances the style, prolongs colour, provides longevity, improves condition, easier for the client to maintain their hair
It is REALLY important you know the features and benefits of all the styling and finishing products, shampoos and conditioners and services a salon offers
Step 4: Demonstrate the product
Use the product you are recommending to the client when you do their hair. This way they will see how it works.
Handy tip: Place the product in front of the client after you have applied it to the hair. It gives them the opportunity to look at it and ask questions
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Step 5: Overcome obstacles
You need to identify factors which may influence their decision. What could these factors be?
Step 5: Overcome obstacles
You need to identify factors which may influence their decision. These could be:
Cost
Lack of knowledge
Manufacturers advice-allergies, tested on animals etc
You need to find ways to counteract their worries or concerns
Group task
You are recommending a product to a client who you know will benefit from using it at home. The client is not sure. What could you say to them to counteract the following worries:
Cost of the product
Lack of knowledge of how to use the product
Client worried they might be allergic to one of the products ingredients
Step 6: Close the sale
You need to decide if you think the client is interested or not. You do this by identifying buying signals. What could these buying signals be?
Clients handling the products and reading the labels
Responding positively to what you are saying
Asking questions:
Can I buy this here?
Do you offer that service here?
How much does it cost?
How often will I need to have it done?
How much do I use?
Step 6: Close the sale
Use closed questions at the end of the service if you are confident your client would like to purchase the product or book in for the service you have recommended.
“Would you like to take one of these products with you today?”
“ Shall I book you in for the service we spoke about?”
If it is clear your client is not interested in the product or service, please do not push a sale!!!!!!!!
Selling techniques
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Selling techniques
In your groups list as many good and bad selling techniques as you can think of.
Think about when you have had items sold to you, or think about how you would or wouldn’t like to have something sold to you.
Good selling techniques
Good product and service knowledge
Identifying the correct products/services which will benefit the client
Knowing why you are recommending the service/product
Avoiding jargon (technical language)
Giving the client time to ask questions
Recognising positive selling signals
Not taking it personally if they do not take your advice
Bad selling techniques
Hard sell-forcing the product on a client if it is clear they are not interested
Telling the client the wrong information about a product or service
Talking over your client when they are asking questions
Telling them incorrect information about the product
To recap…
When recommending products and services you must:
Ensure you have good product and service knowledge
Follow the sales of goods act and the trade descriptions act
Ensure your clients will benefit from the product or service you are recommending
Make sure the information you give them is accurate
Unit 209
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factors
Head and face shape
Facial features and body shape
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Characteristics
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Hair growth patterns
How do these impact on the styling process?
Choice of tools, equipment, styling and finishing products
Styling techniques
Tension on the hair
Angles of sections
35
Haircut and hair length
Physical effects of styling on the hair
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Your key words for today are…
Polypeptide chain
Hydrogen bonds
Alpha keratin
Beta keratin
Hygroscopic
Salt Bonds
Di-sulphide bonds
Complete the sentence
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Complete the sentence
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