Below is a Q&A Script Library tailored for the three client groups to help your team navigate objections and close sales smoothly.
Below is a Q&A Script Library tailored for the three client groups to help your team navigate objections and close sales smoothly.
I. For “High-Net-Worth Clients”: Addressing Price Concerns
Q: Why did you raise prices again? / Why is this package so expensive?
A (Diminish the Cost Objection): “Mrs. Karry, honestly, for someone like you, a difference of/a few dozen dollars isn’t the issue. We adjusted the price because we’ve introduced/more/high-end imported ingredients with purer formulations, extending the results by an extra two weeks. Your time is far more valuable than these few hundred dollars. What we’re aiming for is ‘getting it right the first time’ and avoiding repeated hassle.”
Q: I haven’t finished the products I have at home yet, I don’t need new ones.
A (Contrast & Replace Method): “I completely understand, it’s hard to part with good products. But the set you have at home is mainly for basic hydration. Your current scalp condition needs ‘deep repair.’ You could use the old set for your body or alternate occasionally. I recommend sticking with this targeted ‘prescription product’ for the next 28 days—that’s the golden period for skin metabolism.”
II. For “Working Professionals”: Addressing Time Constraints
Q: I’m in a rush today, no time for the add-on you mentioned.
A (Parallel Processing Method): “Karolin, I totally get it. Actually, this ‘stress-relief scalp treatment’ fits into the downtime while you’re shampooing or during the hair mask application. It doesn’t require extra time standing up or moving around, just an additional 10 minutes total. But it will make a complete difference in your mental state for that afternoon meeting.”
Q: This package has too many sessions, I’m afraid I won’t have time to use them all.
A (Flexibility & Assurance Method): “This package is valid across our locations and shareable with family, with a long validity period. If you travel for work, your best friend or family member can use it. The main thing is the current group-buy price saves you about $80 per visit, which is the most cost-effective for someone who needs regular maintenance like you.”
III. For “Student Group”: Addressing Budget Sensitivity
Q: This is over my budget, can you make it cheaper?
A (Value Breakdown Method): “I understand, students have to budget carefully. But look at it this way: if you just get the color, it might fade in two weeks, and you’ll spend money on a touch-up. By adding just $40 now for a color-locking treatment, the color stays vibrant for two extra months. That’s only a few cents per day on average. It actually saves you money by avoiding one touch-up.”
Q: It seems cheaper to buy the same product online?
A (Service & Expertise Backing Method): “The online market can be tricky with authenticity hard to verify. When you buy from me, I’m not just selling you a product, I’m selling you the ‘how-to’. I can teach you how to adjust the amount based on your hairstyle that day—that’s professional guidance you can’t get online. Plus, I guarantee these are authentic professional-salon products.”
IV. Universal Q&A (Handling General Objections)
Q: I’ll think about it.
A (Limited-Time Hook Method): “No problem at all, it’s important to be sure. Coincidentally, this week is our ‘Member Beta Testing Month.’ If you decide today, I can apply for an extra XX treatment voucher for you. This permission expires tomorrow. Since you’ll likely do it eventually, deciding today is most beneficial.”
Q: I don’t like being sold to; just focus on the service.
A (Strategic Retreat Method): “I’m truly sorry if it came across that way, that was certainly not my intention. It’s just that I noticed your hair damage is quite significant, and as a professional, I’d feel negligent if I didn’t mention it. Let’s focus completely on perfecting today’s style. Please feel free to ask me anytime in the future if you have questions.”
💡 Owner’s Internal Training Tips:
Rejection is Normal: Tell your staff that rejection is the beginning of a sale. If just 3 out of 10 clients accept the upsell, you’ve hit your goal. Eye Contact: When using these scripts, maintain eye contact. The tone should be sincere, as if giving advice to a good friend, not reciting a script. Role-Play: Spend 10 minutes each morning having staff practice these scripts with each other until it becomes muscle memory.
Want more employee training plans? See this: “Top Employee Incentive Plan for ‘Increasing Spending by 50% in 30 Days'”
