Build Relationship with Clients Beautician
Establish rapport and relationship with customer and express a genuine interest in customer needs and requirements to enhance customer commitment, trust and credibility of store and to build return customer base
a) Under the headings provided, list five qualities that a customer in your store may be looking for.
Personal
• cleanliness
• tidiness
• friendly manner
• smile
• interest/empathy
Professional
• product knowledge
• speaking tone
• listening skills
• professional store culture
• professional ethics
Store Qualities
• well lit
• good atmosphere
• well organised
• clean and tidy
• inviting b) Each store may have specific policies or procedures for approaching customers. What can you do to ensure you make a good first impression? Always make eye contact with the customer the first second they come in. Even if you are with another customer or on the phone, make eye contact and acknowledge that they are there immediately. A simple gesture tells the new person that you see them and will be right with them.
Smile! Smile! Smile! Smile! Smile! Smile!
Your greeting should tell the customer, “I am glad you’re here!”
Greetings such as:
• “Good morning! How can I help you today?”
• “Hello, how is your day going so far?” What can I help you with today?”
• “Hi, we haven’t seen you in a while!”
• “Welcome, what can I do for you today?”
• “Good afternoon! What can we do for you today?”
A friendly greeting immediately disarms the person and sets them at ease. It sets the tone for the rest of the interaction. No matter what the customer’s emotional state this will make things better. This is probably the single most important point for anyone working in any position where they greet customers.
1.2 Maintain professional ethics with the customer to promote store image and credibility
a) There are three things that are important in maintaining professional ethics. What are they?
1. honestly
2. Knowledge of products and
a) Under the headings provided, list five qualities that a customer in your store may be looking for.
Personal
• cleanliness
• tidiness
• friendly manner
• smile
• interest/empathy
Professional
• product knowledge
• speaking tone
• listening skills
• professional store culture
• professional ethics
Store Qualities
• well lit
• good atmosphere
• well organised
• clean and tidy
• inviting b) Each store may have specific policies or procedures for approaching customers. What can you do to ensure you make a good first impression? Always make eye contact with the customer the first second they come in. Even if you are with another customer or on the phone, make eye contact and acknowledge that they are there immediately. A simple gesture tells the new person that you see them and will be right with them.
Smile! Smile! Smile! Smile! Smile! Smile!
Your greeting should tell the customer, “I am glad you’re here!”
Greetings such as:
• “Good morning! How can I help you today?”
• “Hello, how is your day going so far?” What can I help you with today?”
• “Hi, we haven’t seen you in a while!”
• “Welcome, what can I do for you today?”
• “Good afternoon! What can we do for you today?”
A friendly greeting immediately disarms the person and sets them at ease. It sets the tone for the rest of the interaction. No matter what the customer’s emotional state this will make things better. This is probably the single most important point for anyone working in any position where they greet customers.
1.2 Maintain professional ethics with the customer to promote store image and credibility
a) There are three things that are important in maintaining professional ethics. What are they?
1. honestly
2. Knowledge of products and