Serve every client from your heart, guiding the client's personal healing journey and skin transformation in a caring, honest manner.
Engage every client in a personalized experience and regimen, giving their skin the energy to heal and renew itself.
LA MER ELEMENTS | STEP 1 Welcome Ritual Engage Client with Welcoming Service |
STEP 2 Needs Assessment Discover Client's Lifestyle & Needs |
STEP 3 Demonstration/Service Engage with Service; Offer Solutions |
STEP 4 Closing Ritual Reinforce Regimen & Benefits |
STEP 5 Follow-up Follow Up on Regimen & Build Loyalty |
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LA MER ELEMENTS Opening Service
The Story
Navigation Guides
La Mer Rituals
Signature Crème Demo Tray Demonstration Smart Sampling Closing Services
CRM
Follow-Up
|
STEP 1: Welcome Ritual Greet the Client Invite Client to Sit
Tell The Story |
STEP 2: Needs Assessment Discover Today's Need, Personalized Skincare Habits & Lifestyle Utilize Purposeful Questioning
Active Listening/
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STEP 3: Demonstration/Service Introduce Moisture
Ritual Steps
Recommend Regimen
Visualization
Sample Within Consultation |
STEP 4: Closing Ritual Review Recommendations/ Visualization
SAY: "You'll enjoy feeling... when you use..." Closing Statement Client Registry Additional Sample Thank Client Closing Service |
STEP 5: Follow-up 3 Days
3 Weeks
3 Months
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Purposeful Questioning is designed to elicit information from clients that help you better understand their needs.
Part of Purposeful Questioning is asking questions related to their lifestyle.
Lifestyle refers to asking the clients about their life, not about products or product usage.
Why is this so important?
The luxury experience is all about the connection you have with your client. Once you get to know your client, you create a heartfelt connection with them and will then be able to offer them relevant products and services.
Some examples of lifestyle-related questions:
Which of the following is considered a
lifestyle-related question?
Which of the following is considered a
lifestyle-related question?
The correct answer is C
You mentioned you enjoy running -
do you do that indoors or outdoors?
Which of the following is considered a
lifestyle-related question?
The correct answer is C
You mentioned you enjoy running -
do you do that indoors or outdoors?
Luxury products and services are driven by emotion and how they make a client feel. One way we do this is through Visualization – descriptive language that helps the client see themselves using the product at home, personalizing the experience.
What is Visualization? It is descriptive language that helps the client see themselves using the product at home and personalizes the experience.
Through Visualization, you create an emotional and sensorial experience that elevates the luxury experience and helps create a need for the client.
How can you help the client visualize the experience at home?
A simple phrase you can leverage to help your client visualize is:
"Tonight when you use your (new product) your skin is going to feel (descriptive language)... Tomorrow morning your skin is going to (descriptive language)."
Fact: Over 55% of our communication is through non‑verbal cues such as facial expressions and body language.
A client's experience at-counter begins at first glance. Your non‑verbal communication influences a client's decision to shop with you.
What is your body language communicating to others?
Have you experienced this before? How did it make you feel?
Next time you're back at counter, observe your own body language and see what you might be communicating to clients with it.
At La Mer, when we speak to clients about their skin needs, we want to keep the conversation positive by focusing on the benefits the client will see using their customized La Mer regimen, rather than the negative skin needs they are experiencing.
Review the two sample phrases on the next page and look for the difference as the Expert speaks to client benefits rather than skin needs.
Match what La Mer Experts say in response to Clients
In the digital age, the luxury consumer is changing.
Research shows that new clients do 60% of their research before they even engage with a sales associate.
What does this mean? It means that we need to add value to their in-store experience by:
The following steps will help facilitate the conversation between you and your clients, which will help you get to know them better:
Explain why you're asking lifestyle questions
Summarize your conversation using Positivity
Determine long-term skincare goals and invite client back for a specific reason
Explain why you’re asking lifestyle questions
"I'd like to learn a little bit about you so I can better recommend the right products and experiences for you."
Summarize your conversation using Positivity
Hand the client a mirror and ask:
"Tell me a little bit about your skin – what do you see?"
Determine their long-term skincare goals by asking:
"How would you like your skin to look in a year?"
Invite them back for a specific reason to encourage loyalty:
"Because you travel frequently, I'd like to invite you back in one month for a Hydrating Facial. I suggest you experience this a few times a year to keep your skin hydrated, supple and plump."
This new menu is benefit-driven and includes the 5 Looks, Total Transformation for Genaissance de la Mer™, Eye Transformation and The Hand and Arm Indulgence.
We have simplified eye treatment demonstration into one technique that can be used with anyLa Mer eye treatment product.