SPM201 - Spa Customer Service

Outline information
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Last revision date Jul 30, 2018 3:43:17 PM
Last review date Jul 30, 2018 3:43:38 PM

Subject Title
Spa Customer Service

Subject Description
The ability to create differential advantage in the spa by providing exceptional customer service will be examined in this subject. The ability to recommend services and prescribe related retail products for customer homecare differentiates between the average and exceptional esthetician. An examination of the psychology of selling, developing a professional sales presentation, adapting selling techniques to individual customer needs, differentiating between features and benefits, overcoming objections and closing the sale are discussed.

Credit Status
1 Credit

Learning Outcomes
Upon successful completion of this subject the student will be able to:

  1. Explain the science of shopping and the psychology of what makes us buy;
  2. Calculate the percentage variances between sales goals and actuals for the purpose of analyzing performance;
  3. Using the service wheel philosophy calculate how each section can be used to provide service excellence and achieve business objectives;
  4. Explain the role clientele development plays in the esthetics business and the importance of setting service and sales goals;
  5. Orally present product features and benefits using the 5 Point System;
  6. Select the appropriate professional response when using the telephone to communicate with spa clients;
  7. Write professional emails which apply current electronic etiquette in spa communications;
  8. Present through a role play the proper greeting, handling sales objections, customer complaints and how to close a sale with a client;
  9. Demonstrate the ability to accurately follow directions both verbal and written;
  10. Demonstrate the ability to work within assigned time frames to meet deadlines.

Essential Employability Skills
Communicate clearly, concisely and correctly in the written, spoken and visual form that fulfils the purpose and meets the needs of the audience.

Respond to written, spoken, or visual messages in a manner that ensures effective communication.

Apply a systematic approach to solve problems.

Use a variety of thinking skills to anticipate and solve problems.

Analyze, evaluate, and apply relevant information from a variety of sources.

Show respect for diverse opinions, values, belief systems, and contributions of others.

Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals.

Manage the use of time and other resources to complete projects.

Take responsibility for one's own actions, decisions, and consequences.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: http://www.senecacollege.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.