How does your staff answer the phone?

[Natureboy]

If you have HP, are they trained to ignore "how much does it cost to tan there?" questions?

Do they work on selling the HP like it is the best thing since sliced bread?

Do they really understand how it works? And are able to convey that to the client?

Sit back once and a while and check up on how their phone skills are. I have seen even the best employee get lazy and not go into the correct speal.

Now with season coming into play, the phone starts ringing much more. You can't afford to lose clients due to uneducated or lazy staff.

-James

[phattmatt]

"Thanks for calling 20 Minute Tan"

The 2nd thing that comes our of our mouth when answering the phone is:" how did you hear about us"?

This way you know what form of adertising pulled this caller to your salon and you dont give the wrong schpeal.

Since we have 3 levels of tanning and Mystic you never want to quote the wrong price.

[angelcat04]

Is there anyone here that doesn't give prices over the phone? Anyone have a phone script they are willing to share?

[Natureboy]

WE sometimes give out prices over the phone once they fully understand how HP works. Other than that we tell them that they need to come down for a tour and we can better explain and show them how our systems are different from "regular" tanning beds.

Here is a general script.

S. Thanks for calling Millennium Tanning East, how can I help you?

C. "how much is your tanning?"

S. We offer many different levels of tanning at our salon. We specialize in High pressure no burn tanning that you can achieve your tan in as little as 3 or 4 visits in under 10 days and you only have to visit 2-4 times a month to maintain that tan depending on your skin type and quality of accelerator lotion used. What we recommend is you come down and check out our facility and we will show you around and can sit down and work out a package that will suit your needs. When would you like to come down?

Now the conversation can go many different ways from there, but usually many will say they will stop in later. Or be extremely interested in the High Pressure.

We keep talking up the HP all the time like "once you see it and try it, you will wonder why you have never done it before"

"it's amazing, you have to try it out'

"Most once they do it, never go back to regular tanning, it's that amazing"

"you have to see these beds, it is nothing like you have ever seen before, check our website too(with pic's of the Magics)."

If they then ask how much is the 4 visits in HP, we will then tell them, but reminding them one visit can be equivalent to 6 regular tanning visits, so comparing it to other prices is not as simple as apples to apples.

Most get it by this time, if they don't or just want "minutes" uuuuggggghhh or it's too expensive for them (because they just see the price, not the advantage) They are usually not worth it anyway or would are only looking for the cheapest price they can find. We might then again suggest them to come down and see all of our levels as our quality is second to none. And that we also have other packages that might fit their budget and goals.

We usually try to never give out prices if possible.

-James

[Cove]

Just Curious James, do you have that script there for the employee's to read, or do they just memorize it? We don't have any particular script to follow, but giving prices is only a last resort for us. we try to get them into the salon to try the equipment, we explain we have far too many plans to discuss them all over the phone, and it would be better for the client to atleast see if not actualy try the equipment before they make their decision based on price only. WE also tell them they realy need to see how great our equipment is and how well the units tan. If they say they are going to call a few more places first for prices then we say, we will be the most expensive place in town, but, we are running some of the top brands of equipment, they are always very well maintained, very clean, and all our staff is certified. We garauntee that if the client follows our instructions on tanning, they will without a dought get a much better tan with us. We specialize in Tanning, other places are gyms or combo gym/hair salon, that use tanning as a side line.

[Natureboy]

No I don't have a written script for them. I just get them to keep practicing until they get it right.

Not a bad idea though to do one up on paper.



James

[Ziti]

Myself included, I might add. I hate telephones, so I shouldn't answer the one at the salon.

I have written scripts (with the help of others) but I am the one that messes it up every time.
Employees do better than myself, but still it sucks.

[bronzatura]

Here's what I find works everytime....Instead of telling them an exact price
I say we have awesome high pressure beds imported directly from Italy... since you are obiviously a first time customer I would like to offer you a buy 1 get one free ... what is you name,, ok hows 5 o'clock? Very rarely do they feel the need to ask more..

[Natureboy]

"what is you name,, ok hows 5 o'clock?"

I find that way too pushy and can turn off clients.

[charlie]

for the 3 busy months (mar, apr, may) I route the phones at all 11 stores to a call center where I have my true phone pro taking all calls. This unties the salesperson at the store counters for better service. its win win.

the stores have e-mail or cell phones if needed, but never is.

[TANDALLAS]

Here is a way I have found with all of my salons to answer the phone without giving price over the phone and set the first time appt.
Ring, ring, ring:
Tanning consultant: Thank you for calling xyz tan how can I help you?
Customer: Hi yes i was wanting to know how much a week, month, 6 moths, a year; whatever it is!
Tanning Consultant: Who am I speaking with?
then use their name and ask the following, this will make you the controller of the converstaion, so they dont ask 500 questions and price shop you on the phone. THis looks long but it takes less than two mins to take the call if done right.
Here is the S.A.L.E.S CONCEPT. I got it form a good marketing book and adapted it to tanning. Hope it helps. let me know

S- Single or Family- Is this for you or you and your spouse

A- Aim- How long are you looking to tan for? Get That objection out of the way before the come in. example: A 1 month package I am going on vacation.

L- Lifestyle- Do you live or work in the area ( this is to find out if they are local, and actually interested in a membership)

E- experience- Where have you tanned in the past. (Probing question to see if they are seasonal tanner or a year round tanner)

S- Source- How did you hear about us? A coupon, Tv, Radio?

Great xyz what time would you like to come in, the first tan is on us to let you try it out. I have morning, noon, night? What is the best for you? Then set the appt with name and callback number. This part is crucial. If you have no name or appt set than you have nothing more than a bs appt.
Taking an appt the first time even if you dont take appts makes the person obligated to come in. And remember conformation breeds obligation. Call back the appt and make sure they are coming in.. This will boost your sales I guarentee it......That is a fact!
All of the questions keep you in controll of the conversation so you can set the appt and get them in. This is the whole point correct? If they dont come in you dont have a shot a selling them!

[TANDALLAS]

Has anyone tried this yet? Let my know. I would like to the % increase in your phone response instead of giving info..thanks jason