How to handle hard-selling of SPA treatments, products and packages !

[i_am_prettyroan]

I shoud totally know how to sy nope! To these hard selling ladies. Before Going to spa I advise all lladies to know what kind of relaxation you only want. I myself oesnt want to stay in spa for more than 2hours so you will really say no to other offers.

[shopinfrenzy]

Haha leaving credit card at home is a great idea! I'll probably check out reviews before heading to a spa. Hardselling is a turn-off.

[PeonyDreamz]

NO THANK YOU. I'm very happy with my body. I'm very offended that you think I'm fat and I will definitely not be signing it up. PLEASE PROCEED WITH MY OTHER FACE TREATMENT as soon as you can as I'm running out of time here.

She was taken aback by my reply and left me alone after that.

I like the way you handle them
Upfront and honest feedback

I also goes to spa for massage and facial, but one turn off point is they are really pushy.
The worst I dislike is those that critize your body or face to make you feel so negative and sign a package with them.

I had also learnt it the hard way to know how to say no to them.

Beneath are the few situations I got into, when I was younger, with little experience in handling them, I might give in , there goes my hard earn $

(1) You sign a package its cheaper. $1000 for 12 times plus free this and that vs $180 per time.
Decline saying that I have no need more more package, as there are backlog package that I cannot finish. No point buying something that I might not utilise for. I will only consider again when my package is finish and your spa had maintain consistent good quality service throughout.


(2) Your body is fat, you should consider this treatment they will help you reduce fat
*This is a classic for me*
Thank you for the recommendation, but I work for a nutrition company, I believe that diet and exercise is still a better option for my health. I was much fatter than I was now, so I think the success factor is good. (second visit to the spa, they don't know me that well).

I agree that your treatment might be useful, but I am sure that one session of treatment is not going to make any difference for me, and if multiple session is required, the cost involved is astromical value for me to bear.


(3) We offer you this package at $XXXX, you can do this and that, but this offer is valid till today only
I am sure your company value relationship with your customer. But I have to feedback that I do not think that this is a good way to treat customer, but giving offer with such short valid timing.
I will give this a pass today.


(4) Our products are really good etc, many customer return and buy this. This is the most popular product we have.
I have similar product that works fine for me, I do not need more products.
*the spa ppl will keep on pressing you to buy by citing all possible reason etc* Just keep a firm NO NO NO


(5) Do you want to add this and that treatment today? We have offer at $xx.
Not interested, please proceed with my treatment today. Doze off Zzzzz
After that I will sure feedback to the spa manager, hey don't do that to disrupt my treatment, very annoying. They wld usually stop.

(6) Endless wait for service chit
Lastly, after each treatment, they will attempt to talk to you, to sell you something. Nowadays spa have little rooms which I find not good, you confine ppl in a small room to pressure them?!
I would decline to go into the room and say that I prefer to wait to sign my service chit outside. Stand at their counter.
If unfortunately you got in, pls take the seat near to the door, so that give you a psychological effect that you are in control of the situation, you can leave anytime you want to.

Or if they have lounge outside, sit there to wait. Usually they don't pressure too much outside than inside. As there are other customers around. They worried we give their "special offer" price away. They practise dicrimination pricing strategy. Just give a audible comment "why are you selling me more package again!" They will stop automatically to prevent "bad service" image with other customers.
I did this once, when the sales person is getting onto my nerve.

There was once the sales ppl got to talk to too many customers, she refused to send me the service chit for signatory. I left without signing it. The spa ppl called me on my mobile, I told them that its a waste of time for me to wait endlessly, pls respect the time of your customer. I will only sign when I return next round which I don't know when.
The service chit is important for the spa, as this is a form of acknowledgement of the treatment received.
But the spa ppl make use of this to hold back their customer. Which I feel is not ethical at all. Since they do not let me sign it, I will just go off without signing it. If I am a nasty customer, I will deny receiving that service.
And that is a risk that the spa have to bear.

These are my experiences so far from 3 spas over a span of 6 yrs.
We have to learn the rights as a customer.
Be firm in saying NO and learn to control the situation.

[Borgen-breeze]

Glad to see this thread still alive and well ! Thanks for sharing your tactics Peony_dreamz !! Great examples !! I especially like the one you said you work for a nutrition company !! haha good one !

We definitely have to know our rights as the customer and continue learning how to defend ourselves against these spas' hard-tactics. Unfortunately, it is not illegal for them to hardsell.

Here is my latest defense tactic that is always successful. Whenever one of my packages is finishing perhaps 3-4 sessions left, you can guarantee they will try and get you to renew the package but my suggestion is DON'T DO IT until you get to your very last session ! This will keep them on their toes to make sure you are well served until to the very last session.

They will however try to persuade you otherwise by saying if you don't renew it now, in a couple of weeks of time you may not be able to get the same package at the old price. Below is a scenario of how I deal with it.

Consultant: Why don't you renew your package now as I see that your sessions are finishing soon ? (I still have 3 sessions left - hardly nearing the end)

Me: No, I rather not. I still have 3 more sessions. Let me finish them and then I'll consider renewing again.

Consultant: Oh, but there's only 2-3 sessions left, there's no difference renewing it now or later. Morever, this package price will increase next year and we won't be able to offer you the same package at the old cost anymore by the time you finish your sessions.

Me: Oh, the price increment is not an issue. As long as your people provide good services, I will be happy to pay any price increment when the time comes for me to renew the package. It's all about the services and attitude of staff for me. Don't worry about the price. *sweetest smile*

By this time, she simply couldn't come back with a good reply anymore and had to let me go. haha.. I love it when they end up feeling awkward ! *evil grin*

Obviously, when you renew the package they will only be more than happy to offer it to you at the same price just to keep you!! There is NEVER EVER a promotion price !!

[momo-san]

I usually will visit along with a friend so we can swamp the consultant off asap..

Best of all, just don't visit these kind of business unit any more, they are not sincerely helping us to improve us but to squeeze every penny and cents out of our pocket.

If they claimed their technology so well proven, why they bother hard sell.. Only product with no result need this kinda of selling tactic.

Most importantly, insist your stand no matter what offer they are offering .