Four Seasons Hotel Firenze

FOUR SEASONS HOTEL FIRENZE HOW TO PERFORM THE: Black Pearl Lux Perfection Treatment

Preparation – Ensure your tray has the following:

 Citrine Stones  Face Mousse Cleanser  Refreshing Cleansing Milk  Refreshing Milk Toner  Hyaluronic Acid Serum  Pearl Peeling Mask  Gravity G-Mask  Prestige Capsules  24K Gold Mask  Collagen Firming Mask  24K Gold Eye Elixir  24K Gold Facial Serum  24K Precious Gold Day Cream

Ensure your treatment room has:  Cotton wool  Compresses  Towels  Bowls  Citrine stones

1 Greeting: “Buongiorno, Buonasera (anche in Italiano) Mr/Mrs……., my name is ……I will take care of your Black Pearl Lux Perfection Treatment. Please, would you be so kind as to follow me.” This is our treatment room….! Please can you settle yourself on the bed... I will be with you shortly…

Return to the room and ask if the client is comfortable…stand beside the bed or sit in front of the client using the SOLER method…

Mr/Mrs. ….. I would just like to tell you about the Lux Perfection Treatment and what you are going to experience. Black Pearl is a luxurious and innovative product that is uniquely formulated with the latest scientific discoveries. It contains very rare minerals, and a unique algae as well as Tahitian Black Pearl that helps slow down the ageing process, assists cell renewal, improves skin rejuvenation and deeply moisturizes the skin. The gold range includes 24k Gold.

Then ask:

Situation 1 – THE YES ANSWER Therapist: Are you currently using a skincare range? Client: Yes …….or no Therapist: Acknowledge what their answer is … Client says: Yes. Therapist: Fantastic – what product range are you presently using for your skin? Client: I am currently using ABC products.. Therapist: Acknowledge their current product range… Therapist: Yes that is a great product.. Therapist: Please tell me what type of products you are using for your skin….

2 Listen carefully as this will give you an indication of what skin type / conditions she or he has.. (dry/ dehydrated / oily/ combination) Client says: I am using a moisturizer and serum…etc

Listen to what products she is using and see what you can prescribe to her from The BP range that she doesn’t already have. If client is not responsive enough … Probe her by asking questions like …

Therapist: Are you using a moisturizer, serum, eye cream etc ? Therapist: Would you say you have a dry skin / oily skin dehydrated skin? Therapist: What does your skin feel like at midday? (this is a good sign of her skin type)

Use open ended question at this opportunity of questioning to clearly define what her needs are…

Situation 2- THE NO ANSWER Therapist: Are you currently using a skincare range? Client: Yes …….or no Therapist: Acknowledge what their answer is … Client says: No Therapist: Have you ever used skincare products Client: No Therapist: But you have such a lovely skin…. .. You should consider a good anti-ageing product as… Therapist: It’s so important to maintain your skin and prevent premature ageing ….

AFTER THE YES OR NO SCENARIO ….DO THIS

Therapist: Do you have any concerns about your skin? The Client will mention his/her concerns - whatever the answer is … listen to the concerns carefully.

ACKNOWLEDGE HER CONCERNS – you feel your skin is dry?

Therapist: It sounds like you would enjoy or your skin would benefit from …. (Mention the product that is appropriate for the skin concerns she mentioned) i.e. Hyaluronic acid

3 And start BRIEFLY discussing and recommending appropriate products that will assist his/her skin concerns…do this in a casual but professional manner at this stage of the treatment explanation…

PLEASE NOTE: This is a vital point in the selling process – listen very carefully to the client’s words ….. You have now established the client’s needs and at this point gently reflect off selling for a moment and get her back into the treatment experience.

This also subconsciously makes the client feel that you not just trying to sell her products ..

Mrs Jones now it’s time to relax and enjoy this perfect luxurious Black Pearl treatment….. I will take a careful look at your skin while you are relaxing and I will share my professional thoughts with you after the treatment…

PRACTICAL EXPLANATION OF THE TREATMENT.. This is very important as it subconsciously prepares the client about the BP products..

STAND NEXT TO THE CLIENT AND CLEARLY EXPLAIN WHAT YOU WILL BE DOING DURING THE TREATMENT … AND WHAT SHE CAN EXPECT…. EACH STEP IS VERY IMPORTANT AS THE CLIENT RELAXES - SHE SUBCONSCIUOLSY IS AWARE OF THE TREATMENT…

Therapist: LET ME BRIEFLY EXPLAIN WHAT YOU ABOUT TO EXPERIENCE:

I will begin the LUX PERFECTION treatment with the Black Pearl Welcome Ritual This ritual is designed to relax you.

I will place semi-precious citrine stones in your hands and one on your heart chakra.

Citrine is a beautiful semi-precious stone that represents Power, abundance, wealth and success.

The Black Pearl Lux Perfection treatment is a luxurious and sensorial experience that DELIVERS SIGNIFICANT ANTI-AGEING RESULTS AND will leave your skin with an iridescent glow.

4 I will begin the treatment with a pre-cleanse using our BP Face Mousse Cleanser which soothes the skin due to the high concentration of cucumber in it which you will smell… It’s Beautiful … Do you prefer a soapy or milk cleanser …? I prefer a soap cleanser …

Then you will adore the anti-oxidant mousse cleanser … it has a soapy feel but it is a unique gentle mousse. Please take note of the beautiful smell when I apply it to your skin … as it has a high concentration of cucumber in it which calms and soothes the skin…

I prefer a milky cleanser…

Then you will adore our nourishing Refreshing Milk cleanser …it is soft and gentle... please take note of the beautiful smell when I apply it to your skin….. It has a high concentration of active melon in it which is soothing and moisturizing on your skin.

I will then tone your skin to prepare it for further treatment.

I will then apply the Hyaluronic Acid Serum under the steamer which contains 100 % Hyaluronic Acid that assists with dehydration ……. dehydration is a condition we all suffer from today and it will plump out your skin and fill in fine lines and wrinkles.

This luxurious treatment includes an anti-ageing hand treatment… I will gently exfoliate your hand with the Pearl Peeling Mask which has a dual effect... it exfoliates the skin and moisturizers the skin leaving your hands soft and supple... This exfoliator will leave the skin glowing...This peel is not just for the hands it is suitable for all skin types and a lovely product to use at home twice a week.

After the exfoliator I will put on the unique and amazing Gravity G-Mask to the hands. This mask is enriched with vitamin C and Japanese oils... I will remove the mask with a natural magnet which increases circulation and blood flow, regenerating the skin .. Let me show you... (Quickly apply a small amount of g-mask and remove to show the client because she will not get an opportunity to see it while she is enjoying the treatment)

At that point I will then perform a beautiful semi- precious stone pressure point massage using the citrine stones with the amazing Prestige Capsules which is a vitamin boost OR injection for the skin... Leaving your skin energized...we recommend the capsules as a 40 day treatment. It is a vital treatment that all skins require…

5 Then I will apply the amazing 24k Gold Mask – let me show what it looks like (apply to his/her hand and remove)

Therapist states: Gold is phenomenal as it tightens the skin, it is anti-aging, and it improves blood circulation, it is deeply nourishing AND is an optical diffuser. I will end the treatment off with the 24k Gold Eye Elixir which assists and prevents the formation of fine lines and wrinkles and then I will apply the 24k Divine Facial Serum which is extremely anti-aging. Finally I will the complete this treatment with the 24k Precious Day Cream.

Do you have any questions??

Fantastic Mrs ….….

THEN BEGIN THE TREATMENT.

WHEN THE TREATMENT IS COMPLETE….

Lift the bed to an upright position again and stand in front of your client or sit facing her with the correct body language.. SOLER technique…( SEE TRAINING PACK FOR SOLER TECHNIQUE)

COMPLIMENT HER ABOUT THE WAY HER SKIN LOOKS….

Mrs/Mr …. How did you enjoy the treatment...? Here take a look in the mirror at how fantastic your skin looks …. What did you enjoy the most about the treatment……?

Whatever they say – use this as an opening line to selling a product … For Example client says

 I enjoyed the semi-precious stone massage

Therapist says -Isn’t it a lovely sensation…..before I did the massage I applied the Black Pearl Prestige Capsules… the capsule is a unique vitamin treatment for the skin.. It contains vitamin A, C, E, F and ginseng. The capsule boosts and energizes the skin ensuring healthy skin cells. I suggest to all my clients to use the capsules for 40 days as a treatment boost… I personally think your skin would benefit greatly with a treatment.

6  I loved the hand treatment

I used our BP Pearl Peeling Mask to exfoliate the hands. It is a divine treatment as it has a dual effect. It exfoliates and moisturizers the skin. The mask is enriched with Hyaluronic acid which deeply moisturizes the skin…

I noticed that your skin was very dehydrated / or it looked fatigued?

Choose a product that you think is applicable to her skin needs…….

In my professional opinion I would like to show you the Hyaluronic Acid Serum (pick up the product)

START THE FAB AND LOVE TECHNIQUE…

Mention in YOUR PROFESSIONAL OPINION one feature and benefit of the product; remember to hold and love the product – if the client is not convinced tell her of another feature and benefit…. Of the product that is applicable to the skin NEEDS.

Once she qualifies or accepts your suggestions …tell the client the products will be waiting for her at reception …

Before exiting the room ASSURE HER THAT SHE MADE A GOOD CHOICE AND PURCHASE.