Upselling in a salon, spa, or clinic isn’t about pushing products or services – it’s about enhancing the client experience. By thoughtfully suggesting solutions that complement your clients’ needs, you help them achieve their hair and beauty goals, while also strengthening their loyalty to your business.
Did you know that 44% of clients who experience personalized recommendations say they’ll become repeat buyers? This highlights how valuable upselling can be when approached with care and expertise.
With the right techniques, you can enhance your clients’ experience throughout their visit, while boosting your bottom line.
Upselling at Check-In
The check-in process sets the tone for your client’s entire visit. By creating a welcoming environment and offering thoughtful, personalized suggestions right from the start, you can lay the foundation for a positive experience, while increasing your opportunities to upsell. Here’s how:
Use Digital Forms to Personalize Recommendations
Pre-appointment digital consultation forms are a goldmine of information that can give you insights into your client’s 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.
Did you know? The luxury beauty market has a predicted value of $40 billion in 2027. Upselling personalized service and product recommendations could be your chance to be part of this growth.
Create an Inviting Product Display
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 – such as a “Winter Rescue” kit, featuring hydrating shampoos, moisturizing serums, or hand creams.
Adding seasonal or themed displays is a great way to refresh your space and keep it engaging. For example, a “Summer Hair” travel set or “Hydration Heroes” lineup can appeal to specific client concerns. Eye-catching setups not only enhance your salon, spa, or clinic’s 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.
Leverage Loyalty Programs
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’ve never tried before. During check-in, take a moment to review your client’s points balance. If they’ve earned enough for a reward, suggest a treatment or product they haven’t tried yet.
Phorest Tip: If you’re using Phorest’s Digital Loyalty feature, you will be notified automatically when a client has collected enough points for a reward.
80% of clients are more likely to purchase 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.
Upselling During Appointments
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.
Ask Questions About Concerns or Goals
One of the simplest ways to upsell is by understanding your client’s needs. Train your team to listen actively, and to ask open-ended questions like:
- What’s your biggest hair/beauty concern right now?
- Are there any specific results you’re hoping to achieve?
- What’s your current haircare/skincare routine, and how is it for you?
- Is there any part of your routine you wish was easier?
- What products are you currently using, and how are they working for you?
- Are there any products or services you’ve been curious about?
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, “Try recommending products in threes to enhance the sale. If a client mentions frizz as their main concern, you can offer three different products – a hair mask, a conditioner, and a hair oil.” This suggestion increases your options of a client buying and trying at least one product.
Phorest Tip: The Staff Goals feature is a great way to motivate your team to engage more effectively with clients. By setting clear objectives – such as increasing retail sales or upselling add-on services – 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.
Boost Sales with Event-Based Recommendations
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:
- “For a wedding, I’d recommend adding a hydrating facial – it’ll boost your natural glow for photos!”
- “A smoothing treatment would keep your hair frizz-free on your holidays.”
Tying recommendations to specific events makes your suggestions feel relevant and thoughtful, increasing the likelihood of acceptance.
Demonstrate Product Use During Treatments to Encourage Buy-In
Show, don’t tell. While performing a treatment, explain how the products you’re using work, as well as the benefits they provide. By educating clients on the value that certain products bring, they’re more likely to purchase them to get that “just left the salon” feeling from home.
For example:
- “This leave-in conditioner protects your hair from heat styling and keeps it shiny all day.”
- “I’m applying this tinted moisturiser – it’s lightweight, but beautifully evens out skin tone.”
- “I’m using this clarifying shampoo to deeply cleanse your scalp – it’s great for removing product buildup and keeping your hair feeling fresh longer.”
- “I’m finishing with this setting spray to lock in your makeup – it keeps everything looking fresh and dewy all day.”
- “This hydrating mask contains hyaluronic acid, so it moisturizes and plumps your skin, giving it a radiant, youthful glow.”
Explaining the benefits of the products you’re using as you work helps them visualize the product’s impact on their daily routine and makes them more likely to purchase the product from you.
Show Before-And-After Results
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 – learn more about showcasing products on your social media here.
By focusing on understanding your client’s needs, demonstrating value, and highlighting results, you can create a seamless upselling experience during treatments.
Upselling After Services
The checkout process gives you a chance to leave a lasting impression – 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.
Recommend Follow-Up Services
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.
Niamh Kelleher, Events Sales Executive at Phorest and former regional manager for an aesthetic company, says, “In 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.”
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.
Highlight Promotions or Deals
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.
Niamh says, “Offer 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.”
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:
- “To keep your results looking this great, we recommend coming back in six weeks. Would you like to schedule that now?”
By seamlessly blending promotions with rebooking suggestions, the checkout desk becomes a powerful touchpoint for driving sales and repeat visits.
Suggest Aftercare Products
For clients who’ve had specialized treatment, aftercare is essential. Use this opportunity to recommend products that will help maintain their results. For instance:
- “To protect your skin after the laser treatment, this moisturizer with SPF is a must-have for protection.”
- Since you had a keratin treatment, I recommend using our sulfate-free shampoo – it will keep your hair smoother for longer.”
Let clients know that they can purchase these products in-store, or through your Online Store. Clients trust professional recommendations over generic advice.
Retail Strategies for Post-Visit Sales
Your client’s visit doesn’t 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’s suite of features is designed to help you make the most of these post-visit opportunities.
Drive Sales with Expert Recommendations
Clients trust your expertise. With Phorest’s Expert Recommendations feature, you can send personalized product suggestions directly to clients after their visit. This tailored approach allows you to follow up with product advice that complements their visit, reinforcing your role as a trusted advisor and encouraging them to make purchases that support their results.
Showcase Retail on Social Media
Social media is an extension of your salon, spa, or clinic’s personality. It’s also an excellent platform for showcasing your retail offerings. Use short videos or carousels to highlight product benefits, demonstrate how-tos, or feature staff favorites. Encourage clients to share their experiences with your products by offering incentives, such as discounts on their next purchase.
Is Your Store Open 24/7?
Phorest’s Online Store allows clients to purchase products conveniently from home. Ensure your online store is stocked with your bestsellers, and promote exclusive online-only offers to encourage sales. Highlighting your store in post-visit emails or SMS can drive traffic and make purchasing effortless for your clients.
Reach Clients with Email & SMS
Post-visit communication is key to staying connected to your clients. Use Phorest’s Email and SMS Marketing Tools to send follow-up messages that include:
- Exclusive discounts or limited-time offers
- Recommendations based on gaps in their home-care routine
- Reminders to book their next appointment
Phorest’s research shows that email marketing generated an average monthly revenue of $4701 in the USA in 2024, making it a cost-effective way to boost sales and build client loyalty.
Upsell Smarter in Your Salon, Spa, or Clinic
Upselling is an excellent way to offer solutions that enhance your clients’ results and in-house spending. With the right tone, upselling builds trust, strengthens relationships, and creates a win-win scenario for both your clients and your business. By incorporating these strategies into your daily routine, you’re not just boosting revenue – you’re elevating the entire client experience.
Ready to transform how your salon approaches upselling?
