2. What was the best concert you ever attended?

4. 2 Five Areas of Success Venue Team TechnicalPromotion Retail

5. 2

6. 2 Five Areas of Success Venue Team TechnicalPromotion Retail

7. 2 Aveda Service Cycle

8. 2

9. 2

10. 2 1.Questions to understand ALL your guests needs 2.A portfolio to show them examples of hair cuts and colors The Consultation

11. 2 Consultation Questions Ask 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?”

12. 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?”

13. 2 The Portfolio: The Power of a Good Visual 53

14. 2 Portfolios Download the app from itunes Traditional binder portfolio assembled from magazine pictures

15. 2 Practice asking consultation questions that introduce pre-booking, home care and cross promoting services

16. 2

17. 2 Retail

18. % of guests seeking product recommendations from stylists % of guests receiving product recommendations from stylists 87% 25%

19. 78% % of guests purchase a hair care product within 72 hours of their service

20. 2

21. 2 Purescription TM Pad

22. 2 Pre-Booking

23. 2 Benchmarks and the Aveda Service Cycle Connect the benchmark to the specific behavior that affects the benchmark.

24. COMMITMENTS