Скрипт консультации

Часть 1. Small Talk - 1-3 минуты максимум

Hey ___?

Great, it's Renato here

How was your week?

Часть 2. Обозначаем цель созвона

“So ____ I’m super excited to have a chance to chat with you today! The purpose of this call is to see where you are at and what I could do to help you. Then if I think I can help you, you can come into the salon, suite, spa, and get you the sustainable results you’re looking for. Sounds good?” This gets them to say “Yes”

Часть 3. Выясняем потребности и желания клиента

What motivated you to look into microblading, powder brows, microshading, etc?

What do you mean by…….?
Tell me more about that…….?
Why does that matter?
Why?

Great, now, what's most important to you about (Ответ выше)?

Часть 4. Диагностика клиента, чтобы понять его текущее состояние и подобрать идеальное решение

• Tell me a little bit about your skin?
• Any skin condition or disease (Keratosis Pilaris, Eczema, Keloids, Psoriasis, Rosacea, Dermatitis?
• Are you currently using retin-a (tretinoin), retinoids, accutane or differin?
• Are you diabetic? Do you use blood thinners? (Need medical clearance)
• Are you pregnant or nursing ? (Can’t do it if your pregnant)
• Are you taking any prescription drugs, vitamins or fish oil supplements?
• Have you ever had botox, chemical peels or any laser procedures?
• Are you very active? Zumba, yoga instructor, sports (needs to lay low in the recovery phase)

Часть 5. Какая ваша главная цель? - Пропускаем, если человек её уже сформулировал в части 3.

What would you want out of microblading, powder brows, microblading?

What is your goal?

What results would make you happy?

Timing: Talk to me alil about your schedule? When are you looking to do something like this?

Часть 6. Переход к продажи услуг

Cool so you are definitely a great fit.

Based on all your answers I recommend for you & your skin type.. microblading, powder brows, microshading, etc (you’ll need to come back in for a mandatory touch up in 4-6 weeks as well) Sounds good?

Perfect, that service is one time $$ & Touch up is $

Часть 7. Отработка возражений

No problem. For a second, let’s just pretend that money is out of the equation.

Do you feel like ultimately, it’s what you need to get to (Повторить главную цель клиента)?

So just to be clear… you’re not in a SHOULD I do this place where you are not even 100% certain this is the next best step for your beauty goals, you’re more in a HOW can I do this place where you’re 100% certain this is the shortest and most effective route to (OUTCOME) … it’s just a matter of making it work financially?

→ Push in Logical money & solve money

Это нужно, чтобы получить от клиента принципиальное согласие и перевести на следующий шаг

So just to be clear, (OBJECTION) aside, there is nothing that’s keeping you from being less than 100% certain that this is what you need to get to (OUTCOME)?

No worries, and I’d like to acknowledge you for being honest with me about that. That’s
something I can appreciate.

Why don’t we create a gameplan together based on where you are to see if there’s a possibility of doing this now or at the very least we can create a gameplan for the future!

Ok great, what’s your credit score? → good credit (note it down, share cherry, paypal credit) so in the next 30 days how much income is coming in for you?
How much is left over after expenses?

In terms of credit, how many credit cards do you own?
- what’s the limit on those cards
- What’s the balance

And in terms of cash what’s your cash on hand right now?

(add it all up)
So you really want to do this?

Here’s what I’d be willing to do for you, why don’t we do a deposit today it hold your spot for us to work together in X date & then in 1 week you do 200 & then in 2-3 weeks you do the remaining amount, does that sound fair?

If that’s something I’m willing to do for you is that something you’re willing to do right now?

So aside from letting your spouse know… there isn’t anything else keeping you from being less than 100% certain that this is what you want to do?

Awesome… so let's just pretend, for a moment, that you’re spouse was on this call and said “Имя, I believe in you and you do whatever is best for us and your beauty you’d be 100% in?

Awesome I totally get that and agree with you. No problem at all

(also bring up you’re married to if you are).

Now just for clarity's sake:

#1) Is this a «respect» thing to where no matter what you’re going to do this regardless, you just want to let him know beforehand out of respect?

Or #2) Do you need his permission to move forward? Meaning it’s not ultimately your sole decision to make?

What’d you think he’ll think about this?

What’d you think he’ll say when she hears about the investment?

Is she supportive of you trying to fix ____?

Are you guys on the same page that this is a problem?

Is she involved in your beauty decisions? What’s he do?

Can you talk to your spouse right now?

When do you think you can talk to your spouse

Gotcha so I appreciate you being open and honest with me about that

Часть 8. Запрос депозита, если понимаете, что клиент готов записаться

Great, so what we’ll do from here is put down a refundable deposit to hold your spot AND so you can draw the line in the sand about that commitment to making this change.

Then if, by chance, your husband is going to divorce you over this and everything goes
south… no worries at all we’ll go ahead and refund the deposit. We’re not in the business of ending marriages lol

So we’ll go ahead and do that deposit now, and then set a follow-up call to re-review
things that your husband is more then welcome to join if he wants. And then we can
figure out what’s the best next step from there. Does that make sense?

Sound good?

Great - the deposit is just $100.

What’s your billing address…?