Customer service, advice and sales
Customer types, ethical upselling and the connection to the company's economy
Among the professional objectives of the education is the ability to perform customer service, including advice and sales, based on different customer types and customer needs, as well as the ability to explain the importance of sales for the company's economics and accounts. This makes sales and advice a professional discipline on par with the treatment technique itself.
§Know your customer types
- 01The uncertain or new customer who needs security and clear explanation
- 02The knowledgeable customer who wants professional sparring and precise answers
- 03The price-conscious customer who values value for money
- 04The loyal repeat customer who values continuity and recognition
§Good advice rather than pressure
The difference between good advice and hard sell lies in what is in focus: the customer's real needs or a short-term sale. Advice that starts from skin analysis and the customer's own goals is experienced as service — not as a sales trick — and it is that approach that builds trust and gets customers to come again.
§Upselling with consideration
| Situation | Example of relevant offer |
|---|---|
| The customer has dry skin after treatment | Suggest a moisturising home care product that matches the skin type |
| The customer has had a good experience | Suggest booking a follow-up appointment at an appropriate interval |
| The customer asks curiously about a product | Provide an honest professional assessment — even if the product doesn't fit the customer |
§Sales and company economics
Sale of products and treatments are recorded and included in the clinic's accounts. Understanding that connection — between what you recommend in the treatment room and what later appears in the bookkeeping — is part of the curriculum on bookkeeping and employment conditions for cosmetics professionals, and it becomes especially important if you one day run your own clinic.
“You don't just sell a product. You sell a solution the customer actually needs.”