BeautyLink - Volume 6, Issue 3 - (Page 18)
THE ART OF
GREAT COMMUNICATORS ASK GREAT QUESTIONS
BY JAY WILLIAMS
ho hasn't sat down in
the salon chair and
heard a stylist ask,
"So, what are we
While it's important to understand what type of service
and style a client desires during a salon
visit, a hairstylist can add value through
effective communication techniques during the consultation process. Beauty and
wellness instructors can coach students to
make the most of the consultation process.
Start with Assessment
Find out students' comfort level by asking
them, "On a scale of 1-10, how comfortable
are you consulting with salon clients?"
Then, ask them what would give them a
greater level of comfort during the consultation process. These questions will
help guide the student's self-awareness and
self-guidance. Instructors should encourage students to offer feedback on how they
can help students become more confident.
Emphasize to students the value of a
consultation. Remind them the consultation can be a powerful differentiator in an
industry that is projected to employ 757,000
hairstylists in the U.S. by 2018!
Use Open-Ended Questions
Here is a fun classroom exercise that
underscores the value of open-ended
| BE AU T Y L I NK | CEL *E*BR AT E | 2014
questions in getting customers to share
Instructors: Ask a student to find out the
last movie you saw, who you went with,
how you got there, where it was screened,
and why you went. Have the student ask
questions that can only be answered "yes"
or "no." (Typically it takes from 20 to 50
questions to uncover the answer and often
the reason why the person went to the movies is never answered.)
Next, try the same exercise again,
changing the topic to your last vacation.
Ask another student to find out what you
did, where you did it, how you got there,
when you went, who you went with, and
why you went. This time, have the questioner ask only open-ended questions
that can't be answered with a "yes" or
"no." These questions typically start with
"what," "how," "where," "when," "who,"
and "why." Ask them to not use any "why"
questions but see if they can still find the
answer. (Usually the maximum number
of questions to find out all the information-including the answer to "why"-is
These exercises show how open-ended
questions cause people to open up. The
answers give valuable hints on what follow-up questions should be asked. Openended questions provide hairstylists with
more information faster. They get the
client speaking and facilitate hairstylist
listening. Most important, they take the
pressure off the hairstylist to speak!
Help for Shy Types
Instructors can help shy students feel
more comfortable by helping them understand what is driving their hesitancy. A
new stylist's shyness is often due to a lack
of confidence and fear. Again, ask the stylist how confident she feels. Then ask her
what you can do to help her get to a higher
number. Next, ask the hairstylist how
fearful she is and what you can do to make
her feel less fearful. Student responses
will help instructors coach them.
As an aside, two things factor into
every person's readiness to perform a
task: willingness and ability. Instructors
need to understand if a lack of willingness
or inability is contributing to a student's
lack of confidence and fear. The questions
above will help determine how to coach
Understand that shy people usually don't
find speaking enjoyable. Advise them that
the easiest way to limit speaking is to ask
questions and remind them that great consultations are all about questions.
Get the Most from the Consult
Words don't always tell the whole story
when it comes to communicating in the
salon chair. Adjectives and phrases such
as "voluminous," "pretty," and "spiky," can
Table of Contents for the Digital Edition of BeautyLink - Volume 6, Issue 3
Message From the Aacs President & CEA Chair
The Workings of Washington
The Art of the Consult
A Student’s Perspective
Celebrating Our Graduates
Access and Affordability
And Then There’s Compliance
Are You Ready to Thrive?
Navigating the Acquisition Path
Creating a Marketing Mixture
Culture Trumps Strategy
Beauty Changes Lives
20 Ways to Celebrate You
Battle of the Strands
Students Leaving the Beauty School “Nest''
Why Every Educator Needs to Be at CEA This Year
Step by Step
Voices From the Classroom
People & Places
Create a Recipe for the Future
New Products & Services
Associate Member Profiles: Furniture Manufacturers
New School Members
Upcoming 2014-15 Events
Index to Advertisers
BeautyLink - Volume 6, Issue 3
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