With the right techniques, you can enhance your clients\u2019 experience throughout their visit, while boosting your bottom line.<\/p>\n\n\n\n
Upselling at Check-In<\/h2>\n\n\n\n
The check-in process sets the tone for your client\u2019s entire visit. By creating a welcoming environment and offering thoughtful, personalized suggestions<\/a> right from the start, you can lay the foundation for a positive experience, while increasing your opportunities to upsell. Here\u2019s how:<\/p>\n\n\n\n Pre-appointment digital consultation forms<\/a> are a goldmine of information that can give you insights into your client\u2019s home care routines, beauty concerns, and goals. Armed with this knowledge, your team can suggest tailored products and services that benefit your clients while boosting your retail sales. For instance, if a client mentions struggling with dryness before a facial appointment, it gives your team time beforehand to recommend a hydrating treatment or a nourishing serum during check-in.<\/p>\n\n\n\n Did you know? The luxury beauty market has a predicted value of $40 billion<\/a> in 2027. Upselling personalized service and product recommendations could be your chance to be part of this growth.<\/p>\n\n\n\n A thoughtfully arranged retail display near your reception area can work wonders for boosting product sales. Strategically place displays in high-traffic areas, like the waiting room or reception desk, and use warm lighting, clean signage, and seasonal themes to draw attention. Group items by category or purpose, or create bundles tailored to client needs \u2013 such as a \u201cWinter Rescue\u201d kit, featuring hydrating shampoos, moisturizing serums, or hand creams.<\/p>\n\n\n\n Adding seasonal or themed displays is a great way to refresh your space and keep it engaging. For example, a \u201cSummer Hair\u201d travel set or \u201cHydration Heroes\u201d lineup can appeal to specific client concerns. Eye-catching setups not only enhance your salon, spa, or clinic\u2019s atmosphere but also act as a natural conversation starter for your team to recommend products. For tips on designing displays that drive sales, check out our blog on salon visual marketing<\/a>.<\/p>\n\n\n\n Loyalty programs are a win-win: they reward your clients for repeat visits while also giving you an opportunity to upsell products or services they\u2019ve never tried before. During check-in, take a moment to review your client\u2019s points balance. If they\u2019ve earned enough for a reward, suggest a treatment or product they haven\u2019t tried yet.<\/p>\n\n\n\n Phorest Tip:<\/strong> If you\u2019re using Phorest\u2019s Digital Loyalty feature, you will be notified automatically when a client has collected enough points for a reward.<\/em><\/p>\n\n\n\n 80% of clients are more likely to purchase<\/a> when brands offer personalized customer experience. By weaving personalization and loyalty incentives into your in-house interactions, you can create seamless, memorable experiences that build trust and loyalty over time.<\/p>\n\n\n\n The treatment room or salon chair is the ideal space to build trust and educate clients about how to achieve their goals. By actively listening, demonstrating expertise, and showcasing results, you and your staff can naturally introduce upselling opportunities.<\/p>\n\n\n\n One of the simplest ways to upsell is by understanding your client\u2019s needs. Train your team to listen actively, and to ask open-ended questions like:<\/p>\n\n\n\n This approach not only helps clients feel heard but also opens the door to personalized recommendations. Claire Herbert, a Team Lead with PhorestPay Sales, says, \u201cTry recommending products in threes to enhance the sale. If a client mentions frizz as their main concern, you can offer three different products \u2013 a hair mask, a conditioner, and a hair oil.\u201d This suggestion increases your options of a client buying and trying at least one product.<\/p>\n\n\n\n Phorest Tip: <\/strong>The Staff Goals<\/a> feature is a great way to motivate your team to engage more effectively with clients. By setting clear objectives \u2013 such as increasing retail sales or upselling add-on services \u2013 you can track performance and reward staff for their achievements. Combining these goals with training on open-ended questions equips your team with the tools they need to provide thoughtful recommendations that drive sales and build client trust.<\/em><\/p>\n\n\n\n If a client mentions an upcoming event during their appointment, like a wedding on a holiday, tailor your suggestions to help them prepare. For example:<\/p>\n\n\n\n Tying recommendations to specific events makes your suggestions feel relevant and thoughtful, increasing the likelihood of acceptance.<\/p>\n\n\n\n Show, don\u2019t tell. While performing a treatment, explain how the products you\u2019re using work, as well as the benefits they provide. By educating clients on the value that certain products bring, they\u2019re more likely to purchase them to get that \u201cjust left the salon\u201d feeling from home.<\/p>\n\n\n\n For example:<\/p>\n\n\n\n Explaining the benefits of the products you\u2019re using as you work helps them visualize the product\u2019s impact on their daily routine and makes them more likely to purchase the product from you. <\/p>\n\n\n\n Visual transformations are powerful. Use mindfully-placed mirrors or photos to highlight the difference a service or product can make. Seeing the immediate results make it easier for clients to justify investing in the recommended products and services. Furthermore, visual results drive action \u2013 learn more about showcasing products on your social media here<\/a>. <\/p>\n\n\n\n By focusing on understanding your client\u2019s needs, demonstrating value, and highlighting results, you can create a seamless upselling experience during treatments.<\/p>\n\n\n\n The checkout process gives you a chance to leave a lasting impression \u2013 and equip your clients with the tools they need to maintain their results at home. Recommending the right products and services at this stage will help them prolong their treatment benefits, and encourage them to return for future visits and spend more.<\/p>\n\n\n\n As you wrap up the appointment, use this opportunity to provide clients with a personalized aftercare plan. This can help book clients into recurring treatments that require rebookings, boosting your bottom line.<\/p>\n\n\n\n Niamh Kelleher, Events Sales Executive at Phorest and former regional manager for an aesthetic company, says, \u201cIn a laser clinic, a course of laser only takes nine months. Clients may only return once a year after finishing their course. However, offering anti-wrinkle treatments ensures clients return every three or four months, and are usually a lifelong client.\u201d<\/p>\n\n\n\n Instead of just recapping the products used, frame your service and product recommendations as part of a broader strategy to maintain their results at home. This approach positions you as a trusted advisor, reinforcing the value of your expertise.<\/p>\n\n\n\n The checkout desk is also the perfect place to mention time-sensitive offers and encourage clients to take action before they leave. This is the moment when clients are still fully immersed in their salon, spa, or clinic experience, making them more receptive to time-sensitive promotions or package deals.<\/p>\n\n\n\n Niamh says, \u201cOffer treatment courses, like packages or bundles to lock clients in, making sure even 50% of it is booked after the first treatment, so your client is in the diary. Offering courses takes the pressure off constantly trying to upsell a service each time.\u201d<\/p>\n\n\n\n Additionally, encourage clients to rebook on the spot. By scheduling their next appointment before they leave, you help ensure they maintain the best results from their treatments, while boosting client retention. A simple prompt can go a long way:<\/p>\n\n\n\n By seamlessly blending promotions with rebooking suggestions, the checkout desk becomes a powerful touchpoint for driving sales and repeat visits. <\/p>\n\n\n\n For clients who\u2019ve had specialized treatment, aftercare is essential. Use this opportunity to recommend products that will help maintain their results. For instance:<\/p>\n\n\n\n Let clients know that they can purchase these products in-store, or through your Online Store<\/a>. Clients trust professional recommendations over generic advice.<\/p>\n\n\n\n Your client\u2019s visit doesn\u2019t end when they walk out of your salon, spa, or clinic. With the right tools and strategies, you can stay connected, provide value, and drive retail sales even after their appointment. Phorest\u2019s suite of features is designed to help you make the most of these post-visit opportunities.<\/p>\n\n\n\nUse Digital Forms to Personalize Recommendations<\/h3>\n\n\n\n
![\"This](\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2022\/01\/18172719\/Digital-Consultation-Forms-new-brand-feature.png\")
<\/figure>\n\n\n\nCreate an Inviting Product Display<\/h3>\n\n\n\n
Leverage Loyalty Programs<\/h3>\n\n\n\n
Upselling During Appointments <\/h2>\n\n\n\n
Ask Questions About Concerns or Goals<\/h3>\n\n\n\n
![\"This](\"https:\/\/d2dfxqxblmblx4.cloudfront.net\/wp-content\/uploads\/2025\/01\/17104129\/GettyImages-1271712634-1024x683.jpg\")
<\/figure>\n\n\n\nBoost Sales with Event-Based Recommendations <\/h3>\n\n\n\n
Demonstrate Product Use During Treatments to Encourage Buy-In<\/h3>\n\n\n\n
Show Before-And-After Results<\/h3>\n\n\n\n
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<\/figure>\n\n\n\nUpselling After Services<\/h2>\n\n\n\n
Recommend Follow-Up Services<\/h3>\n\n\n\n
Highlight Promotions or Deals<\/h3>\n\n\n\n
Suggest Aftercare Products<\/h3>\n\n\n\n
Retail Strategies for Post-Visit Sales<\/h2>\n\n\n\n
Drive Sales with Expert Recommendations<\/h3>\n\n\n\n
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