The training document provides an overview of service and sales training at Massage Retreat & Spa. Key points covered include: 1) Expectations for employees around dress code, timeliness, breaks, and asking questions. 2) Resources and support available to employees from in-spa leadership and management teams. 3) Training on customer service, massage therapies, facials, retail sales, and membership programs. 4) Role-plays and examples of booking appointments, checking clients in and out, and following up on sales. 5) Reviews of spa structure, pricing, and policies around the Healthy Savings Program membership.

1. Service & Sales Training
WELCOME TO

2. Review Training Schedule
Expectations:
• Come in Dress Code
• Stay on time, get out early!
• Breaks and Lunches
• Questions from Orientation /
In-Spa Training

3. Spa Manager
Operations Manager
Sales Lead
Spa Manager
Sales Manager
Operations
Lead
Anyone Can Grow and Be Successful at MRS!Support & Training Team
Massage Retreat & Spa offers our
teammates many resources for
support.
The first step is to work with your in
Spa Leadership and Management Team
for solution based ideas to approach
day to day business items with creative
solutions.
If in Spa resources and tool boxes have
been exhausted, the New Hope
Support Team is always available to
provide additional insight.
Please see the Contact List on the S-
Drive for the most updated point of
contact person in each department.

4. Day 1 : Service

5. Customer Service Toolbox!
The tool to empower you to help our clients!
Use your “IZE” to see problem resolution
• Apologize – Let them know you are sorry about the situation.
• Realize – Find out the real problem!
• Strategize – Brainstorm possible solutions that benefit the client.
• Optimize – Ensure that solutions are best for client AND spa.
• Utilize – Use your resources!
• Compromise – Offer complementary upgrades where applicable.

6. THE BIG 5!
Why go everywhere when you can just go here?
Every Service We Provide to a Guest Leads
to 20% Brand Loyalty!
1. Massage
2. Facial
3. Waxing
4. Tinting
5. Retail
5 Services = 20% x 5 = 100% Brand Loyalty

7. Facials: The Gateway

8. Unique Client Experience – What
sets us apart from the
competition?

9. Service & Sales Video / Quiz

10. Service Training
Every guest needs to receive the same information and
customer service on every appointment. Our Service
Training program ensures that Therapists are given the
tools to do the following:
1. Proper “Pick up” of client
and introductions
2. Tour of Facility
3. Intake of services
4. In room satisfaction checks
5. In room treatment plan
6. “Drop off” at desk with
Recommendations – IRMT / IRST

11. In Spa Visit / Video

12. The Initial Client
Experience
• We are here to SERVE our guests.
• Make it count: we have 3 seconds for a
first impression.
•We see tons of people every day, but they
only see us. Treat each guest as if they are
the only person in our whole day!

13. You Our Guest
“Thank you for calling Massage Retreat and Spa, This is Jordan. How
can I help you?
“Hi, I’m looking to book a massage please.”
“Perfect! Are you a member with us?” “No, I’ve never been to your spas before.”
“Welcome! I’ll be happy to book you. What type of massage are you
looking for?
“My neck hurts a lot, so I need that worked on.”
“No problem. I have an opening today at 4pm with Kara. She’s great
with neck-work”
“I’ll take it!”
“Wonderful! Let me get some information from you to schedule your
first appointment. First Name, Last Name, phone number, email and
how did you hear about us?”
“Sally Smith, 555-867-5309, ssmith @ hotmail.com
and I saw your ad on TV.”
“Lastly, I just need a credit card to secure the appointment.” “Ok, its 1244 1234 1234 7890, ex. 2/30”
“Alright Sally. I have you set with Kara today at 4pm, Since it is your
first time here, you get our membership price of $59.95 today!”
“Really? Cool! I’m so excited. I need this.”
“Well, we are glad to take care of you. Please also come 15 min early,
we have a brief Health History form for you so we can optimize your
service today.”
“Thank you, I will.”
“One more thing. Given your current condition, I really want you to go
online to massageretreat.com too before you come in. We have a
great membership program that I think you would benefit from. Other
than that, we will see you in a few hours!”
“Wonderful, I will do that. Thank you!”
Booking an Appointment

14. Most people make a first impression within 3 seconds.
Make the most out of your client interaction with the
following:
1. Be standing 15 minutes prior to the hour. Put down
your tasks and be ready to WOW our guests.
2. SMILE!
3. Greet every client with, “Welcome to Massage
Retreat & Spa!”
4. Always ask the client, “How can I help you?” or
“What brings you in today?” This avoids the
possibility for starting a conversation with a “no”.
5. Offer water to all clients. Hydration is an important
part of a healthy lifestyle and it shows we care!
Serving Our Guests – Check in

15. Our Members make up approximately 60% of our
revenue. They are the lifeblood of our company and
they are important!
In every guest checkout, the following needs to
happen:
1. “How was everything?”
1. Ask for gratuity
2. Thank them for their membership! Without them,
we have no business! They are important and
deserve to be recognized.
1. Take our survey at massageretreat.com
1. Tell them about the AMAZING
referral program!
Serving Our Guests – Check Out

16. END OF DAY 1
Homework:
Service Pricing
&
Healthy Savings Program

17. Day 2 : Sales

18. Pricing Quiz

19. Spa Manager
Operations Manager
Sales Lead
Spa Manager
Sales Manager
Operations
Lead
Anyone Can Grow and Be Successful at MRS!
New Hope Support Team
President
Director of Operations
Director of Training
General Manager
Co-Manager
Senior Service Advisor
Spa Structure
Area Director

20. C Volume Spa: 1-2 years
Estimated Revenue $70,000/month
General Manager
Co-Manager
Senior Service
Advisor
Skin Lead MT Lead
Assistant MT Lead
Anyone Can Grow and Be Successful at MRS!

21. B Volume Spa: 2-4 years
Estimated Revenue $90,000/month
General Manager
Co-Manager
Senior Service
Advisor
MT Lead
Assistant MT Lead
Skin Lead
Assistant Skin Lead
Anyone Can Grow and Be Successful at MRS!

22. A Volume Spa: 4+ years
Estimated Revenue $125,000/month
Senior General Manager
General Manager
Co-Manager
Senior Service
Advisor
Skin Lead MT Lead
Assistant MT LeadAssistant Skin Lead
Anyone Can Grow and Be Successful at MRS!

23. Everything we do is to give our clients the best
experience. When they have the best experience, we
will receive the best results for MRS.
EVERYTHING we do is for our clients. THEY COME
FIRST. That is what makes us stand out. Once they
receive the best customer service experience, and
when they are getting the best results from their
treatment, the rest will fall into place.
BEST EXPERIENCE,
BEST RESULTS

24. Type of call When and Why do we do these calls?
Follow-Up Calls
• 2 days after the appointment
• Best customer service
• Increased non-member return and another chance at membership.
30-Day Calls
• Called Daily
• Members are called when they have more than 1 banked session
and are not currently scheduled for an appointment.
• Best customer service
• Ensure client retention
Blitz / Outreach
• Daily and increased efforts during Quick Start and Close Out
• Membership outreach calls
• Clients who have been in for a service but are not members are
called with current membership promotion to get them signed up.
• Lists to pull from in order to make these calls: Friends & Family,
OTR’s, canceled members, PIF Renewals, Returning Non-Members.
Declined Payment
•Members who have had a lapse in payment will receive a call to
update their card on file.
• Called Daily
• Members get contacted through 6 months of declines.
Daily Calls

25. Verbiage – HOW to speak
Massage Retreat & Spa

26. Timing is Everything:
Key times to mention the HSP
1st Touch-point – “Are you a member?”
2nd Touch-point – Membership pricing your first visit!
3rd Touch-point – www.massageretreat.com
4th Touch-point – Client Check-in / clipboard –
The 3 P’s: Paperwork, Product and Program
5th Touch-point – Check-out, Sale of HSP

27. Building Rapport:
Open Ended Questions?

28. Features vs. Benefits:
Finding Value for the Client

29. Closing Statements and
Assumptive Sales Techniques
We have created a wonderful experience for our clients
from start to finish. If we have done our jobs effectively,
they WILL want to come back!
•“Let’s get you started on our Healthy Savings Program”
•“I’ll get you signed up for our membership!”
• “You’re going to love being a member here, which card
would you like to put that on?”
• “Today is the best day to get started on your healthy
lifestyle, let’s set you up on our program!”
• “I really want to help you save money and take care of
yourself, so I’ll sign you up on our membership today.”

30. Transition Statements: Know when to sell
and when to have a conversation
Creating the best client experience means we don’t want
to overwhelm our clients with information. It’s important
that when signing someone up on the Healthy Savings
Program, we are having a conversation with them, not
“selling” them.
This means being able to move between aspects of the
program and aspects of their lives.
“I understand you wanting to talk to your husband before
signing up. What does he do? Does he get massages often?
Does he know you are here taking care of yourself?”

31. Listen – Really hear what they are telling you.
Acknowledge – Respond with details of
what they expressed to you.
Explore – Explore different options and
ways to make their lives better.
Respond – Make a calculated choice that
makes sense for you both.
LAER

32. HSP: Policies and Quiz

33. A
ASSUME
P O I
“Lucy wants to see you back in two weeks, which puts us at the 23rd of the month.
What time works best- 3 or 4pm?”
“Based on Chip’s treatment plan, I see that he has an appointment in three weeks
open at 6pm, and he does have a 90 minute. I’ll get that down for you!”
“Three weeks puts us at Monday, the 4th. Sarah is available again at the same time.
Let’s get that scheduled.”
“Looking at your therapist’s availability, do you prefer Thursday or Saturday?”
“Tiffany has a 10am open again in two weeks, would you prefer 60 or 90 minute?”
Every client, every time!
APOI Rebooking : Assume

34. A P
PRESENT
O I
“Our therapists prefer their clients to book in spa to ensure they can follow the
treatment plan and get back in with them. Does 3 or 4pm work better for now?”
“All our appointments are tentative, so let me take care of the scheduling for you now so
you have something on the books.”
“We just need a day to make any changes, and by booking this now, you are insuring
that you can continue with the plan Shawn worked out with you. Do you want a 60 or 90
minute massage?”
“It’s ok that you don’t have your calendar with you now, just call us when you get home
and we can change this if you need. For now, let’s book it for the two weeks Brad was
suggesting to ensure you can get in to see him again.”
Every client, every time!
APOI Rebooking : Present

35. A P O
OVERCOME
I
“We do a 2 day reminder call, as well as text and email confirmations, so let’s
schedule this for now and you can let us know then if you need to make changes.”
“Each appointment is tentative, and we reach out to you a few days before to
remind you. Let’s just take care of the scheduling for you now so you don’t have to
worry about calling back to fit it in later.”
“You feel amazing now, and we want to make sure you can continue feeling that way.
Danielle did want to see you back in four weeks for her follow up, so I’ll get that
scheduled for you!”
“Your muscles have memory, so we want to ensure you can stay on this routine to
keep up with the progress instead of reverting back to the painful way they were
before. Does 3 or 6pm work better for you?”
Every client, every time!
APOI Rebooking : Overcome

36. A P O I
INCENTIVIZE
“I have your appointment set in three weeks with Emily for the 90 minute, and
because you scheduled in spa with me today, you are entered in to win four free
services! Reschedule every appointment and you will always be entered!”
“I know you want to check your calendar first, but when you schedule today you will
be entered in to win two free spa packages! So what day do you have in mind that
might work for you in three weeks?
“We also have a great rebooking contest for our clients! When we set your
appointment today, you’ll be entered to win four free hours of service! So what day
works best?”
“I almost forgot! When you book today, you will get entered in to win four free hours
of sessions! What time works best?
Every client, every time!
APOI Rebooking : Incentivize

37. A
ASSUME
P O I
“Here is your ticket for our rescheduling contest. While you fill that out, I’ll get you
set up on our membership.”
“Now that you’re rescheduled, I’ll start you on our Healthy Savings Program!”
“Since you are already coming back, I’m going to set you up as a member with us to
save money!”
“These routine services are so important for you, so let’s get you started on our
Healthy Savings Program.”
“I want to save you money on future services, so let’s start your membership
today.”
Every client, every time!
APOI HSP: Assume

38. A P
PRESENT
O I
“With your Healthy Savings Program, you’ll receive a one hour session every month. It’s
only $59.95 per month, and additional sessions are only $39.95! What card would you
like that on?”
“It’s $59.95 once per month, and that opens up one hour session (either massage, facial
or waxing). Let’s start you saving today!”
“Membership is $59.95 per month, earning you a free session monthly. Your upgrades to
90 minute sessions then are only $20! I’ll get that set up for you.”
“Our membership is just $59.95 once per month, and that gets you a free one hour
session every month! Let’s get you started!”
Every client, every time!
APOI HSP: Present

39. A P O
OVERCOME
I
“The program is only for 12 sessions, that way you can have time to take care of
yourself. Additionally, the sessions roll over if you don’t make it in one month, so
they can be used as needed. I just need whatever card you’d like on file for your
membership.”
“I understand you want to talk to your spouse. Just know, when we get you started
today, you lock in the member rate so you never have to pay full price. We can
schedule your spouse for the introductory rate, too. Let’s start saving you both
money!”
“We make the membership very affordable with competitive pricing as well as
flexible options to share and freeze your membership as you need it. What card
should I put this on?
“The nice thing about a membership like this is that it allows you to take care of
yourself. Your therapist wants to see you monthly, and this will just make it more
affordable to feel better all the time. I’ll get that started for you!”
Every client, every time!
APOI HSP: Overcome

40. A P O I
INCENTIVIZE
“Today really is the best day to get started, because once you are a member with us,
that drops today’s session down to $39.95, saving you $20 immediately! How does
that sound?”
“Since I know you are going to love your new membership, and since John wants to
see you back for a 90 minute, I am going to put points on your account for a free
upgrade just as a welcome gift so you can take care of yourself. What card would you
like to put your membership on?”
“You are rescheduled for a 90 minute massage next time, so what I can do for you
when you start your membership today is give you a complementary upgrade to 90
minutes. That way you’ll be saving an additional $20. Let’s get that started!”
“I know you wanted to talk to your husband, so what I can do when we start you
today is give you a free session for him to come and try us out. That way you both can
take care of yourselves. I’ll get it all set up for you!”
Every client, every time!
APOI HSP: Incentivize

41. Incentives
Standard Promotion:
$39.95 for today’s massage
or use earned session today
when you join!
Additional Promotions may be
used when approved:
• Free Booster
• Free Upgrade
• $40 off enrollment fee
• Free 60 minute for next visit
• Free 60 min today

42. End of Day 2
Homework:
Verbiage & LAER

43. Day 3 : Tying it all together

44. LAER Activity & Verbiage Quiz

45. Policy Review
1.Cash Handling
1.Scorecard Process
1.Day @ a Glance

46. The Total Client Experience

47. Filling out the HSP Agreement

48. Ongoing Training & Coaching
30, 60, and 90 day
touch-points

49. Q & A / Pay Vouchers

50. PRESENTATION OF CERTIFICATES!
Sales & Service Training Contest!

51. Congratulations and
WELCOME to the MRS
Family! We are excited
to have you!