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Level 2 VRQ in Hairdressing Unit 205 Handout 1

Unit 205: Promote products and services to clients in a salon

Handout 1: Communication

Communication techniques when advising clients

Discuss the following with your group and tutor.

Good selling techniques

 Listening, asking questions (open and closed), showing interest.
 Using the client’s name.
 Empathising (putting yourself in the client’s place); establishing a bond.
 Recognising non-verbal cues – body language.
 Identifying needs; helping clients reach buying decisions.
 Know your products and services.
 Highlight the results, or user benefits; demonstrating these where possible.
 Thinking positively, talking truthfully in a persuasive manor, projecting confidence and
enthusiasm.

Bad selling techniques

 Doing all the talking.
 Not listening; not hearing unspoken thoughts, arguing.
 Interrupting – but never letting the client interrupt you, thus losing an open
opportunity for giving extra information.
 Hard selling (sales spiel, working to a script).
 Threatening ‘you won’t get it cheaper anywhere else’; knocking the opposition.
 Knowing nothing about the product.
 Treating no thanks as a personal rejection.
 Blinding clients with science.

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