What was the best

concert you ever

attended?

2

Five Areas of Success

Venue

Team

TechnicalPromotion

Retail

2

2

Five Areas of Success

Venue

Team

TechnicalPromotion

Retail

2

Aveda Service Cycle

2

2

2

1. Questions to understand ALL your guests needs

2. A portfolio to show them examples of hair cuts and colors

The Consultation

2

Consultation QuestionsAsk your guest consultation questions that will provide you information about their needs and

lifestyle, home care, and maintenance commitment:

“Tell me a little about your hair, what would you like to change?”

“How often would you like to

come in to maintain the

style?”

2

Consultation Questions

“How open are you to change? On a scale of 1–10, 1 not being open,

10 being very open?”

“How much time do you spend

styling your hair?”

“What are you using for shampoo? conditioner? to

protect?”

2

The Portfolio: The Power of a Good Visual

53

2

Portfolios

Download the app from itunes

Traditional binder portfolio assembled

from magazine pictures

2

Practice asking consultation questions that introduce pre-booking, home care and cross promoting services

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2

Retail

% of guests seeking product

recommendations from stylists

% of guests receiving product recommendations

from stylists

87%

25%

78%% of guests purchase a hair care product within

72 hours of theirservice

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2

PurescriptionTM Pad

2

Pre-Booking

2

Benchmarks and theAveda Service Cycle

Connect the benchmark to the specific behavior that affects the benchmark.

COMMITMENTS