“People who
are effectively
upselling guests
and clients have
supportive
mindsets about
what they
offer.”
instead, i paid my bill, left a
generous tip and went home. Without
the next service booked. Without any
products.
That therapist was an expert.
i trusted her. i wanted what she had
to offer. What a shame i didn’t get an
opportunity to enjoy products and
services she thought my body, mind
and spirit would benefit from.
What a shame that she spent so
much time to become an expert
therapist and so little time learning
the art of sales.
Lots of people in industries across
the board have an aversion to sales.
i’m on a mission to change that
because when you are good at what
you do, and you are a good
salesperson, everyone wins.
There are three elements that make
up sales mastery and if you overlook
any of them, i guarantee that selling
and upselling will feel uncomfortable.
and if it feels uncomfortable, it’s
unlikely that it will be executed.
When i speak to audiences of
varying levels of sales sophistication
across a myriad of industries, i ask
them which is most important when it
comes to being successful in sales:
mindset, skills or action? The most
common answer is mindset. and it is
the correct answer. all three are
important, but if you don’t
fundamentally believe more is
possible, you won’t use the skills or
take the actions to make it so.
People who are effectively upselling
guests and clients have supportive
mindsets about what they offer. They
believe that they are serving people
best when they offer the opportunity
to have more and richer experiences
with their products and services. in
the spa industry, the best upsellers
realize that they aren’t “selling” at all:
they’re enabling a guest to improve
their own wellbeing. in other words,
they understand that they are helping
guests, rather than inconveniencing
them. With those strong beliefs as a
foundation, they are ready to layer
better upselling skills on top, and they
are more likely to take consistent
action using the skills they learn.
Simply learning what to say and
when to say it to upsell may work for
some people. however, if that is not
working for you, it’s probably not
because you can’t remember what to
say or are too busy to have the
conversation. The inability to sell is
most likely because you have a belief
about the product or service—or
money or sales in general—that is
keeping you from getting the words
out of your mouth and into the ears of
your guests.
however, take it from me, as a
frequent spa guest and luxurious
product enthusiast: please stop
robbing me of an opportunity to buy
your amazing stuff! as a spa
professional, it’s your job to inform me
APriL
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PULSE 2019
53