Persuasive language and choosing the right tone

Speaker 1: (TO AUDIENCE) We have a customer coming today, and we have our junior stylist called Karima who’ll be taking care of her.

Before the customer arrives I will brief Karima, on what she needs, and then she’ll ask a series of questions of her own.

Speaker 1: (TO OTHER PEOPLE) Hey Karima.

Speaker 2: Hiya.

Speaker 1: I’ve got a lady coming in called Fran at half-past twelve.

Can I leave with you to do the colour for me?

Speaker 2: Is it highlights or full head colour?

Speaker 1: It’s usually full head colour-

Speaker 2: OK.

Speaker 1: But she may be changing it.

Speaker 2: Has she got a skin test done?

Speaker 1: Yeah, she had a skin test done about three months ago.

Speaker 2: (TO AUDIENCE) Asking Joel questions before the consultation helps me to be more prepared and more confident in what I’m doing.

Speaker 2: (TO OTHER PEOPLE) Does she have thick hair or is it quite fine?

Speaker 1: She’s got really thick hair so you’ve got enough time.

Speaker 2: (TO AUDIENCE) Now I’ve got all that information I can make a great first impression when that client arrives.

I’ve only been qualified for a few months now so it’s important for that client to feel secure.

I can build up that trust, put them at ease, and make them feel like I can take care of them.

(SPEAKER 2 ENTERS)

Speaker 1: Hiya.

Speaker 2: Hello.

Speaker 1: (TO AUDIENCE) As soon as a client has sat on the chair, I open up a conversation to understand what the client wants.

Speaker 1: (TO OTHER PEOPLE) How would you like me to do your colour today?

Speaker 2: I think I’d like something a bit lighter.

Speaker 1: (TO AUDIENCE) I listen carefully, picking out key words to see what they like and what they don’t like.

Speaker 2: (TO OTHER PEOPLE) I think I want something a bit different. What do you think?

Speaker 1: Yeah, we can go for something different.

Speaker 1: (TO AUDIENCE) I need to explain clearly and persuasively the ways we can achieve that look.

We use phrases like 'have you tried this?'

Or 'have you thought about that?'

Instead of asking them 'why don’t you?'

Speaker 1: (TO OTHER PEOPLE) So we’re going for a balayage effect, do you know what that is?

Speaker 2: No.

Speaker 1: OK, so balayage is painted on highlights.

Speaker 1: (TO AUDIENCE) I’ve offered technical advice to the client in terms that she can understand.

Speaker 1: (TO OTHER PEOPLE) And we’re going to use a colour called clay on your hair… which will lift up the shade of your hair from a 7.3 so you’ll go a shade or two higher.

So that’s what we’re going for. Is that alright with you?

Speaker 2: Yeah that sounds great.

Speaker 1: (TO AUDIENCE) It’s important that we both agree on what I’ll be doing.

Speaker 1: Thank you very much.

Speaker 2: Are you pleased with your hair today?

Speaker 1: Yeah, it’s great. Thanks!

Speaker 2: The colour really suits you.

It would last you a few months so you don’t have to keep coming back every week.

Speaker 1: (TO AUDIENCE) After a client has finished we keep a record of their colour.

Speaker 1: (TO OTHER PEOPLE) I’m going to write all the colours down on your record card today so that when you come in next time we can use the same colours again.

Speaker 1: OK, that sounds great. Thanks.

Speaker 2: Thank you very much.

Speaker 1: Cheers Karima. Bye.

Speaker 2: Bye bye. Have a nice day.

Speaker 1: (TO AUDIENCE) It’s so important that the client’s information is recorded clearly and accurately.

This information is used as a reminder but also in case a different stylist does the colouring next time.

And it’s important that we use the correct terminology.

Therefore, I don’t use shorthand or abbreviations.