00:00 Welcome to the consultation process. So in this video, I'm going to walk through absolutely everything that happens from the moment someone sits down in the consultation chair all the way to the point where you're ready to recommend them treatments and packages. 00:14 So super important that before you go through this training or start to implement it, make sure you go through the sales mindset and sales strategy trainings. 00:23 These are the first trainings in a mindset and strategy. Uh, really important to do this because you know, if you don't have the right mindset and strategy, Those are that that's the foundation and if you have a bad foundation and you just you just add these tactics on top of that It's not going to work 00:37 as well as you want So make sure you go through that and understand it and really internalize those trainings And once you're finished that you're ready to get started into the consultation process So there's the whole process is divided into three parts first part is discovery presentation and the recommendation 00:52 recommendations and closing So, part one discovery, all effective consultations should start with a discovery process. This is any sales, you know, conversation doesn't even have to be a med spa, but no matter your industry, a good consultative sales process starts with discovery. 01:11 Because before you close the scale, you need to discover these three things. What problems does the client want to solve? 01:17 Why do they want to solve their problem? Oops. What attempts have they made to solve their problem in the past? 01:24 And once you understand these three things, you're in a position to present your solution as the next logical step. So let's get onto the discovery script. 01:33 So this script is meant to aid in the process of discovery. Don't say it word for word. It's purely a question-based script. 01:40 So we provided you these questions that you can use. And you eventually want to internalize it and then and use your own language, because that's how it's gonna sound the most natural. 01:49 All right, so notes on this script, make sure that you're using the answers from the pre-assessment survey. So this survey, you wanna have people fill it out before that come in and use their answers as fodder for the actual questions you're gonna ask. 02:01 Do not offer immediate solutions to concerns. Remember, prescription without complete diagnosis is malpractice. A lot of inexperienced salespeople will hear the first concern and say, oh my God, we can fix that. 02:12 I can't wait to show this. But, you know, if you went to a doctor And they went through a full constitutive process and you said that hey my finger saw and they said oh my god I can't wait to show you you know the thing to fix that you're actually going to lose a lot of trust So you don't want to offer 02:25 solutions during the discovery process. You're simply Diagnosing the problem in getting information the deeper you go the better You want to follow your curiosity and discover the real reason why people are there the best salespeople They get prospects to open up by being genuinely curious instance here 02:42 truly one of the A trait of the best salespeople is just genuine curiosity. They forget their evening in a sales conversation and they just, they ask questions and go down this thread. 02:54 And when you ask questions in a genuinely curious tone, people are gonna open up, you're gonna find out the actual reason why they're there. 03:02 Make sure your questions below until you cover all concerns. If someone comes in, they don't actually tell you what their problem is, they just say, hey, I'm just interested in this deal. 03:11 and you don't get to the root of why they're coming in. It's gonna be very difficult to sell them. So this is why it's important this step to follow your curiosity and understand why people are coming in. 03:21 Another great step is to use a mirror to help the patient point at their concerns. You can also what you can do is you can take the before photo and display it on a super high-res 8K TV. 03:32 That's also super effective because you can see it kinda blows up the person's face and you can analyze their skin and their face from there. 03:39 All right, so some questions you can ask to start, what brought you in today based on your survey looks you concerned about this Could you tell more me or about that? 03:47 How long has it been a problem? So this is really important. What have you done before the fixed this also really powerful question because it gets you It makes you understanding you know if people have been to other clinics if they try to home care and that hasn't worked Etc. 04:00 Etc. Also if they have any events coming up It's really important to discover the reason why right maybe they have a wedding or you know holiday parties whatever it is It's really important to discover that so you can help come up with a plan and make sure they're looking good for when they want to look 04:13 good. Repeat above until you've covered all concerns. You really want to, again, I can't emphasize how enough, how important it is to follow your genuine curiosity. 04:23 You want to be curious and follow that curiosity until you find the reason people are coming in. All right, then you want to do a little summary. 04:31 So it looks like your main concern is this, but you also want to fix this. Is there anything else that's bothering you or is that it? 04:36 So you want to make sure that you have everything. If there are no more concerns, or if there are more concerns, you continue repeating a question loop until you've covered everything. 04:45 If there are no more concerns, you can say, perfect, I have some really cool treatments and education that I'd like to share, mind if I share it with you. 04:53 It's really important to ask permission because, you know, you want to feel like, when you ask permission like that, it just builds a lot of trust, and it's just a very nice thing to do to ask permission to continue with the presentation. 05:03 All right. We're on to part two of the presentation. So we now know why people are there, what they've done in the past and what their problem is. 05:12 Now we want to utilize the consultation presentation to educate the client on treatment options while showing proof that your treatments work. 05:20 So we have a presentation template that you can use here. So you can open this up. Oh, sorry, this is the video that describes it and the actual presentations right here. 05:29 So what you want to do is you want to go to file make a copy of this and start editing this and customizing it for your clinic. 05:37 A couple notes on this presentation. This, the most powerful part of the presentation is connecting the prospect's concerns to case studies with clients who've had the same concerns resolved with your treatments. 05:50 I can't stress this is not this is like 80% of the effectiveness of the presentation because when people come in, they don't just want to like see your treatments, they want to share your problems and then see stories of other people who've already had those problem solved. 06:05 So that's why it's so important that as a clinic on you capture before and after photos, you capture case studies, interviews, testimonials, and you put those together into presentations or that you can then show here, right? 06:17 So part of this presentation, we have slides where you can show before and after and show case studies of people that have had those concerns resolved. 06:27 I understand that when you're starting out, you're not going to have as many, but as you start to get experience, you will want to start collecting these case studies and constantly showing them to people. 06:35 So when people say, I can't stay in my organization, you can say, you know what, I have our client Lisa over here, check out her results, we use these treatments and herization is completely gone. 06:46 So that's a super powerful thing to communicate. Do not get too technical during the presentation, keep things simple, use analogies whenever ever possible. 06:55 And your presentation doesn't have to be perfect right off the bat. Start with a basic version, then add your preferred after photos as you go. 07:02 You just want to start with something basic. This should be a living document. So you're going to constantly add to it as you get more results and more case studies. 07:09 All right, let's go to the presentation process. The first step is the 3Ds of agent or education. So you always want to start out with some sort of education. 07:16 You want to use some sort of analogy to describe the causes of aging. So one thing analogy we like to use is the 3Ds of aging, deterioration, deflation, and descent. 07:27 It's a simple framework you can use. And then in the presentation, you can see it right here. We have the 3Ds of aging. 07:33 So these are all the different things that happen to your skin as they age. You then want to go into a quick anatomy lesson to explain the different layers of the skin because it's that you couldn't explain how the treatments penetrate the different layers. 07:43 And then you want to also talk about combination therapy. So this is a great way to differentiate yourself as a provider. 07:50 Explain your secrets to getting results is not the treatments themselves but how you are artfully combine them to get results that others can't. 07:57 So what's the secret to national results is modern technology books plus combination therapy. You can explain that when you combine different treatments together, they tackle the three D's and you get this synergistic effect where one plus one plus one equals five. 08:10 Now you don't have to use combination therapy. What I want to communicate, the important thing is to have to communicate that you have your own system, your own way of doing things, and you're not just another Med Spa peddling or offering the same treatment as everyone else, because then you're going 08:27 to be seen as a commodity. If you're just another Med Spa injecting Botox, why would people pay a premium price for you when they can get the same thing down the street? 08:35 So this is something that you develop over time as a business owner in general. You stop just offering services and you start to develop your own way of doing things a lot of clinic owners Have their own way of doing things But they don't communicate it properly and as a result they're missing out on 08:50 a huge opportunity to differentiate themselves to get better results And make it easier to sell so this presentation is an opportunity to display your expertise and how you've tried all these different things And now after that experience this works best for you. 09:05 It may not be combination therapy It may some be some other sort of technique that you have. The most important thing is to, you need to articulate it and ideally create some sort of cool name, right? 09:17 A lot of clinics will have their own protocol and they even brand the protocol. That is super, super important as a provider. 09:26 Just to give you another example, I really want to hammer this home because it's really important. So if you go to my website, ferrobook.com, we, one of the things we offer is Facebook ads. 09:35 We show people how to run Facebook ads. We don't say that we have we call it the social funnel. We do AI We call it the AI concierge. 09:43 We do SMS reactivation. We call it the booster shot So we have so much experience with these techniques. We have our own way of doing things doing them And we even call it a unique name if we just said we offer SMS marketing in Facebook ads We just be seen as another commoditized marketing company So 10:00 you want to use the same principle in your clinic? All right, so on to step two is the show and tell. 10:05 This is the most important part of the presentation. This is where the actual selling happens, right? You're not actually gonna show like present a package. 10:12 You're going to build the value of your services through the show and tell. So this is where you build the value, create some massive belief in the prospect. 10:20 The first thing you wanna do is connect each of their concerns back to the results that specific concern. So you're gonna say, I noticed that you had under eye circles, you're also concerned about your thin lips, you're then gonna skip to your case study, You're before and after where you have people 10:34 where you fix their under eye circles and then their thin lips So you want to connect each of their concerns back to before and after in a case study of you fixing that You also want to show combination therapy This really stretches the belief of what's possible for people So a lot of people come in 10:50 and they don't think that's possible to look as good as Some of your other patients may have looked after a full treatment package So you can say look I know you're considering about your under eye circles in your lips, but look at this We actually had this patient do a complete treatment protocol over 11:04 12 weeks or however many, however long it was. And look at their results and you can show like your best case study, maybe it's someone who's been doing regular treatments for 10 years, they looked 10 years younger than they did 10 years ago. 11:16 So you want to show people combination therapy results to stretch their belief because people may come in wanting one thing that they're like, wow, I can look so much better and now they're going to start to think about buying a bigger package. 11:28 Next you want to show your own before and after photos. So, this is also really, really important. You want to drink your cool aid, make sure you've done your own treatments, show them your own journey of where you were before trying your treatments and then after. 11:40 This is super important. Why would you trust a provider who hasn't done their own treatments on themselves? So, it's really important that you do your own treatments. 11:48 I have a lot of clinics that they give their staff free treatments, actually make it mandatory for their staffs to do their own treatments so they can talk from experience when they're talking about their treatment packages. 11:59 So super important to go through your own before and after and talk about your own experience is going to build massive trust. 12:06 Step three is to temperature check and timeline time lap tie down. So once you've gone through the presentation, you want to talk to the person directly. 12:15 And this part is all about developing commitment with out coming across as pushy. And if you skip this part, you're going to have a lot of clients to say they need to think about it. 12:24 if you do this part correct, you're going to get commitment, not everyone's going to want to start today, but you're going to get much better answers than just, you know, a flaky, I need to talk to my husband, need to think about it, no one likes that. 12:35 All right, so let's talk with a temperature check and timeline tie down. When you're finished with the presentation, you want to take a temperature check and say, what do you think so far? 12:43 Does this make sense? You want to get a reading for how excited the person is about the package. If they seem hesitant and they're not quite excited, it means that you shouldn't even go onto the closed because they haven't seen the value. 12:56 So if they seem hesitant, if they're below it eight, you wanna go back and explain away their concerns with whatever concerns they've had that's popped up. 13:04 If they seem excited, they're between eight and 10, you can say assuming we can come up with a plan that fits your timeline and budget, when would you wanna get started? 13:13 When would you wanna get these issues fixed? This is super important, right? When do you want to fix your thin lips? 13:19 When do you want to fix those under eyes circles? When you frame it that way, people are more than likely going to say, you know, ASAP. 13:26 I want to do it right now. So at this point, if we have people, you know, liking the presentation they want to do it right now, you then want to ask this question. 13:36 So this one's a bit more aggressive, take some practice, but it's super, super powerful. You can say assuming we can develop a plan that fits your timeline and budget, would there be any reason not to get started today? 13:48 You're not saying you want to get started today, whether you're saying would there be any reason not to get started today? 13:53 And if someone says no, then you're ready to actually present your packages and give them a reason to get started today and then give them an incentive as well. 14:02 If they don't want to get started today, you can say perfect. like what I can do is I can share some treatment options and we'll book a follow-up visit to get you started laser. 14:10 I can also give you, later, I can also give you a bonus if you get started during that follow-up visit. 14:14 So this way, like, you're understanding if people wanna get started today or not before even presenting your package. And this is super important because it's gonna allow you to get ahead of the interaction instead of scrambling and saying, oh, let's book a follow-up after they know the price and everything 14:29 , you wanna get ahead of it and make sure that when you get ahead of it, like this, you just come across as so much more common as the authority and you're going to maintain your authority positioning. 14:41 If they do want to get started today, they're like, yeah, let's get started, you can say perfect because we actually have some really good offers if you want to get started with us today. 14:48 Is it okay if I show you that we're going to say awesome. Now we're on to part three recommendation and closing. 14:54 So you're ready to recommend a solution when you've established two things. First, the client has a problem they want to solve now, which is what you established Here, second, you are confident you can solve the problem with what you have available. 15:08 This is super, super important. This actually goes back to the sales mindset. If you are super confident, you can fix one's problem, and they want to get started sooner. 15:20 You actually have a more obligation to get them started sooner, which means you should utilize incentives to get them to start today, which I'll talk about in the closing and check out process. 15:30 So it's really important that you feel confident. But if you don't feel confident, then you don't have a more obligation because it means you can't solve the person's problem quickly. 15:37 But if you do, then you're ready to go, and it's time to get to the closing and check a process to actually recommend this person a package, close them, get them started, collect to money and start cutting the results.