CONNECT AVEDA Workbook

Transcription

1 CONNECT AVEDA Workbook Edition 1 September 2013 aveda corp all rights reserved aveda education

2 mission Our mission at Aveda is to care for the world we live in, from the products we make to the ways in which we give back to society. At Aveda, we strive to set an example for environmental leadership and responsibility, not just in the world of beauty, but around the world. vision Connecting beauty, environment and well-being beliefs 1 We believe in treating ourselves, each other and the planet with care and respect. 2 We believe social responsibility is our responsibility. 3 We believe ecological and profit goals are mutually achievable. 4 We believe our authenticity and experience are our points of difference. 5 We believe in inspiring and educating people to integrate wellness and beauty in their lives. 6 We believe in the power of oneness, from our global image to a focused network. 7 We believe learning never ends. 8 We believe in encouraging innovation and empowered decision-making. 9 We believe our actions, products and services should always embody excellence. 10 We believe personal and organizational balance is the key to sustainable success. 11 We believe true leadership is delivered with passion and by example.

3 TABLE OF CONTENTS MISSION...5 RITUALS OF RENEWAL...14 SERVICE...25 FLEX YOUR SERVICE STYLE HAIR CARE HAIR STYLING SKIN/BODY CARE & AROMA...85 MAKEUP

4 MISSION

5 Mission LEARNING OBJECTIVES Describe Aveda s mission, history and Points of Difference Animate Aveda for guests by sharing the mission, brand positioning statement, Points of Difference and initiatives and programs that promote environmental leadership and responsibility About Aveda Aveda, The Art and Science of Pure Flower and Plant Essences, was founded in 1978 with the goal of providing high-performance, botanically based products that would be better for beauty industry professionals, their guests and the planet. Aveda manufactures professional plant-based hair care, skin care, makeup, Pure-Fume and lifestyle products. Headquartered in Blaine, Minnesota, Aveda is available in nearly 8,000 Aveda locations worldwide. Mission, Vision and Beliefs Our Mission Our mission at Aveda is to care for the world we live in, from the products we make to the ways in which we give back to society. At Aveda, we strive to set an example for environmental leadership and responsibility, not just in the world of beauty, but around the world. Our Vision Connecting beauty, environment and well being. Our Beliefs 1. We believe in treating ourselves, each other and the planet with care and respect. 2. We believe social responsibility is our responsibility. 3. We believe ecological and profit goals are mutually achievable. 4. We believe our authenticity and experience are our points of difference. 5. We believe in inspiring and educating people to integrate wellness and beauty in their lives. 6. We believe in the power of oneness, from our global image to a focused network. 7. We believe learning never ends. 8. We believe in encouraging innovation and empowered decision making. 9. We believe our actions, products and services should always embody excellence. 10. We believe personal and organizational balance is the key to sustainable success. 11. We believe true leadership is delivered with passion and by example. 5

6 Mission Aveda Timeline 1978: Horst Rechelbacher launches Aveda, a manufacturer of flower and plantbased beauty products. Aveda is Sanskrit for all knowledge. 1989: Aveda is the first company to endorse and sign the CERES Principles (Coalition for Environmentally Responsible Economies), which encourage higher standards of corporate environmental performance and disclosure. 1992: Aveda launches its first in-salon Earth Day event, precursor to the current Earth Month Campaign. 1993: Aveda forms its first indigenous partnership with the Yawanawa tribe in the Brazilian Rainforest to source urukum, a red dye sometimes used in Aveda Uruku makeup when a supply is available. 1997: Aveda launches 97% naturally derived permanent hair color, Enlightening Blonding. 1999: Aveda s first global Earth Month effort raises $300,000 to protect old forests from deforestation. 2001: Aveda partners with 30 local farms in South Africa to sustainably source certified organic rose geranium. 2002: Aveda receives ISO certification for environmental management in manufacturing operations. Aveda launches 100% post-consumer recycled (PCR) plastic packaging as part of the redesigned Brilliant franchise. 2003: Aveda introduces a Refillable Lip Color Accessory Case made from 90% post-consumer recycled (PCR) plastic resins and makeup clamshell packaging made from 100% PCR newsprint. 2007: Aveda becomes the first beauty company to manufacture with 100% certified wind power. Aveda raises $2.1 million during Earth Month in support of clean water rights. The company announces 89% of its essential oils are certified organic by tonnage. 2008: Aveda forms a partnership with a women s cooperative network in Morocco to sustainably source certified organic argan oil and help women to provide for their families and communities. 2009: Aveda receives Cradle to Cradle certification on seven retail-size products. 2010: More than 90% of Aveda s essential oil ingredients are certified organic. 2011: Aveda raises more than $4 million during its 2011 Earth Month program. 2012: The Recycle Caps with Aveda program surpasses 100 million caps collected. 6

7 Brand Positioning Statement Aveda is a professional hair and skin care brand with high-performing, plant-based products that treat the earth with respect. Mission Our products are manufactured with 100% certified wind power.* 90% of our essential oils and 89% of our raw herbal ingredients are certified organic. *Per a review of WWD Beauty Report International Top 100 Cosmetic Manufacturers Corporate Websites in April *By tonnage We continually seek to use naturally derived ingredients whenever possible. Visit aveda.com for more details. Watch other Aveda sourcing narratives at Aveda YouTube, including Moroccan Argan and Brazilian Uruku and Babassu. 7

8 Mission Points of Difference Performance Aveda creates high-performing products using the power of nature and plants that are good for the earth and all of us. Professional Aveda creates products for professional use by stylists, estheticians and massage therapists. Aveda Ecosystem Prestige Aveda creates high-performance products using naturally derived ingredients that are distributed in a limited number of premier salons and Experience Centers worldwide. Our network includes 8,000 Aveda salons in 35 countries, including the United Kingdom, Australia, Japan and Spain. Pure-tanical Aveda is one of the largest purchasers of organic ingredients in the beauty industry more than 90% of our essential oils are certified organic by tonnage. Planet Friendly Aveda believes that beauty means caring for the environment. We were the first in the industry to manufacture using 100% certified wind power in our primary manufacturing facility.* Today, 45% of all Aveda retail and professional plastic bottles contain 80% post-consumer recycled (PCR) content or more. To date, we have raised more than $26 million for environmental and social causes through the Earth Month Campaign. *Per a review of WWD Beauty Report International Top 100 Cosmetic Manufacturers Corporate Websites in April

9 Mission Aveda SERVICE CYCLE CONFIRM CONNECT PROVIDE SOLUTIONS DISCOVER NEEDS Rituals of Renewal Aroma Sensory Journey or Chakra Sensory Journey Stress-Relieving Hand Ritual Stress-Relieving Neck and Shoulders Ritual (stores) or Stress-Relieving Scalp and Shoulders Ritual (salons/spas) Tea Ritual 9

10 Mission Knowledge Check Answer the following questions without using your notes. After you ve answered each question, if there are any remaining that you couldn t answer, go back and use your workbook as a reference. 1. Who founded Aveda and when? 2. Complete the Aveda mission statement. Our at Aveda is to care for the we live in, from the we make to the ways in which we give back to. At Aveda, we to set an example for environmental and, not just in the world of, but around the. 3. Name one significant milestone in the Aveda timeline. 4. Complete the Aveda brand positioning statement. Aveda is a hair and skin care brand with high-, -based products that treat the with respect. 10

11 Mission Knowledge Check 5. What does PCR mean? 6. Our products are manufactured with 100% certified wind power from the purchase of wind energy credits to offset our use of electricity. a. True b. False 7. What are Aveda s five Points of Difference? 8. What are the three parts of the Aveda ecosystem? 9. What are the four steps of the Aveda Service Cycle? 10. Name two Aveda Rituals of Renewal. 11

12 Mission Action Plan Record one commitment for developing your ability to animate Aveda for guests as you grow into your role as an advisor. Share with your mentor. 12

13 Rituals of Renewal

14 Rituals of RenewAl Learning Objectives Describe what Aveda Rituals of Renewal are and why we perform them Effectively offer rituals to guests Effectively perform the Aroma Sensory Journey, Chakra Sensory Journey, Stress-Relieving Hand Ritual and Stress-Relieving Neck and Shoulders Ritual STRESS How do you feel when you re stressed? How do you relieve stress? 14

15 Aveda Rituals of Renewal Rituals of RenewAl Rituals of Renewal are complimentary experiences offered to guests each time they visit an Aveda EC, salon or spa. Aroma Sensory Journey Designed to help guests choose the aroma that best balances them that day. Stress-Relieving Hand Ritual Designed to relieve stress and promote heath and balance through a product application on the hands and focused wellness movements. Stress-Relieving Neck and Shoulders Ritual (stores) or Stress-Relieving Scalp and Shoulders Ritual (salons/spas) Designed to relieve stress and promote health and balance through a product application on the neck and shoulders or scalp and shoulders and focused wellness movements. Tea Ritual Designed to welcome and connect with guests upon their arrival. Other Rituals Signature Hair Styling Rituals Part of the complete Hair Care Experience, which includes a personalized consultation during which guests are introduced to the hair care system that meets their needs and receive a finishing hair product application. Balancing Skin Care Ritual Part of the complete Skin Care Experience, which includes a personalized consultation during which guests experience the skin care system that meets their needs. Offering a Ritual of Renewal While you re here, I d love to treat you to an Aveda Ritual of Renewal. Share a brief description of the ritual with the guest before performing it. 15

16 Rituals of RenewAl Aroma Sensory Journey The sense of smell is linked directly to memory, emotion and imagination. Aromas can create new memories or bring back a moment in time with startling clarity. Everyone has different memories and preferences when it comes to aroma, so we ask guests to take an Aroma Sensory Journey to discover the Aveda aroma they like best. 1. Invite the guest to take a seat. 2. Describe the Aroma Sensory Journey process to the guest. Tell the guest that you are going to pass a selection of aromas under their nose. Tell the guest that when you place your hand on their shoulder, it is a signal that an aroma is present and that they should inhale deeply. Ask the guest to comment on each aroma by saying yes or not today. Although the guest may not like a certain aroma that day, they might like it better at another time. Tell the guest that the goal is to find an aroma that produces an Ahh feeling. 3. Make sure the guest is comfortable. Ask the guest to relax and close their eyes if they feel comfortable doing so. 4. Hold the first aroma under the guest s nose. Wait for their response. If the guest says yes, make a mental note of the selection, and offer the next aroma. If the guest says not today, place the aroma back on the counter, and offer the next aroma. 5. After the guest has experienced all of the aromas, narrow down the choices by performing a second Aroma Sensory Journey with the aromas they have chosen. 6. Repeat the process until the guest chooses their favorite aroma for that day. 7. Record the name of the guest s chosen aroma on the wide end of an aroma blotter. Apply the aroma to the narrow end of the aroma blotter, and give it to the guest. 8. Offer to apply the chosen aroma to the guest. 16

17 Rituals of RenewAl Chakra Sensory Journey There are seven chakras, or energy centers, in the body. The chakras are the links between the mind and body and relate to our physical, emotional, intellectual and spiritual selves. Aveda offers seven Chakra Balancing Body Mists that use the power of essential oils to help connect one to the chakras. The Chakra Sensory Journey helps guests discover which Chakra aroma is right for them. 1. Invite the guest to take a seat. 2. Lay out all seven Chakra Journey Cards in random order with the symbol side facing up, or show the guest the Chakra Sensory Journey Guide. 3. Ask the guest to choose the three cards or to point to the three card images on the Chakra Sensory Journey Guide that appeal most to them based on color, symbol or word. 4. Use the three corresponding Chakra Balancing Blend Aromas to perform the Chakra Sensory Journey. Pass the first Chakra aroma under the guest s nose. Ask the guest to smell the aroma and respond yes or not today. Repeat the process with the other two Chakra aromas. 5. Repeat the process until the guest chooses their favorite Chakra aroma for that day. 6. Offer to spray the chosen Chakra Balancing Body Mist on and around the guest. Ask the guest to close their eyes and take three deep breaths. 7. Educate the guest on the product benefits: This Chakra Balancing Body Mist is formulated to balance the mind and body. It also enhances yoga and meditation. grounded nourished intention harmony expressive insight wisdom 17

18 Rituals of RenewAl Stress-Relieving Hand Ritual The Stress-Relieving Hand Ritual features relaxing massage movements covering the hand and fingers and provides the guest the opportunity to experience the benefits of Hand Relief or Stress-Fix Body Lotion. 1. Invite the guest to take a seat. 2. Introduce Hand Relief or Stress-Fix Body Lotion to the guest. Share the product benefits. Step 5 3. Apply a small amount of the product to the guest s hand, and stabilize their elbow for comfort. Invite the guest to experience the product aroma. 4. Interlock your fingers with the guest s fingers. Rotate the guest s wrist three times in one direction and three times in the other direction. Step 6 5. Position the guest s hand palm up. Starting at the wrist and moving toward the fingers, massage using a thumb-over-thumb motion, moving in between each finger three times. 6. With your thumb, massage the entire palm of the guest s hand using large-to-small circular motions. Start at the wrist, and move up toward the thumb. Continue across the base of the fingers toward the little finger and down the side of the hand. Complete the circular motions at the center of the palm. 18

19 Stress-Relieving Hand Ritual Rituals of RenewAl Step 7 7. Position the guest s hand palm down. Starting at the wrist and moving toward the fingers, massage using a thumb-over-thumb motion, moving in between each finger three times. Step 8 8. Starting with the thumb, massage the guest s fingers from the base to the tip, using a pinch, release and slide motion. Start by massaging the sides of the finger, and then the top and bottom of the finger. As you reach the tip of the finger, activate the pressure points located on the base, top and sides of the nail. Press and release these points quickly. Repeat this sequence on each finger. Step 8 9. Activate the pressure point located between the guest s thumb and index finger. To locate this point, place your thumb parallel to the guest s index finger, and turn the hand sideways. Place your thumb directly on the apex. You should now be exactly on the pressure point. Gently massage this point. Activating this pressure point is known to stimulate the immune system, alleviate headaches and promote general good health Position the guest s hand between your hands for a moment to indicate closure. Invite the guest to once again experience the product aroma. Step 9 19

20 Rituals of RenewAl Stress-Relieving Neck and Shoulders Ritual The Stress-Relieving Neck and Shoulders Ritual is a 3 5-minute ritual that features relaxing massage movements covering the neck and shoulders and provides the guest the opportunity to experience the relaxing benefits the Stress-Fix aroma. This ritual is offered in Experience Centers, the retail area of salons/spas and institutes before a chemical hair service. Note: It is important to maintain physical contact with the guest throughout the entire ritual. Always keep at least one hand on the guest when transitioning from one movement to the next. 1. Invite the guest to take a seat. 2. Introduce Stress-Fix Concentrate to the guest. Share that the product features an aroma that is clinically proven to relieve feelings of stress and includes essences of lavender, lavandin and clary sage. 3. Stand behind the guest. 4. Apply a small amount of Stress-Fix Concentrate to a cotton ball. Use the cotton ball to apply the aroma to the back of the guest s neck. 5. Perform the butterfly movement. Place your hands at the base of the guest s spine with your palms facing up. Slowly slide your hands up the center of the back to the shoulders and down the arms. Reverse the motion, and slide your hands back up the arms to the shoulders and down the back to the starting position. Perform this and all movements three times. Step 7 6. Perform the shoulder shrug movement. Massage from the guest s neck to the shoulders using a kneading motion. 7. Perform the piano movement. Using your fingers, massage from the guest s neck to the shoulders and back as though you are playing a piano. 20

21 Rituals of RenewAl Stress-Relieving Neck and Shoulders Ritual Step 8 8. Move to the side of the guest, and perform the neck movement. Place one hand on the guest s forehead for support. Place your other hand on the back of the guest s neck. Massage the sides of the neck using upward, circular motions, moving from the bottom up. Step Move behind the guest again, and massage the temples. Draw your hands over the guest s forehead with your thumbs facing up. Place your middle fingers directly on the temples, and gently massage. Step Perform the ear movement. Gently pinch the outside of the guest s ears between your thumb and index finger, moving from the top to the earlobe. 11. Perform the hair rake movement. Using the fingers of both hands, comb through the guest s hair, moving from front to back. Step Repeat the shoulder shrug movement. 13. Repeat the piano movement. 14. Repeat the butterfly movement. 15. Close the massage. Place one hand on top of the other in the middle of the guest s back, creating a circle of warmth. Applying firm pressure, move your hands together in a large circle. Continue the movement, gradually decreasing the pressure and size of the circles and stopping in the center of the back. Place your hands side by side between the shoulder blades. Using a fast, firm, sweeping motion, flick your hands outward off the shoulders, moving downward toward the lower back. Place your hands gently on the guest s arm to indicate closure. 21

22 Rituals of RenewAl Knowledge Check Answer the following questions without using your notes. After you ve answered each question, if there are any remaining that you couldn t answer, go back and use your workbook as a reference. 1. In your own words, why do we perform Rituals of Renewal? 2. Rituals of Renewal are: a. Part of Aveda s Points of Difference b. Complimentary c. Offered to every guest d. All of the above 3. Other than Rituals of Renewal, Aveda offers other rituals, including the and the. 4. What are the names of the rituals you learned today? 5. What language could you use to offer a Ritual of Renewal to a guest? 6. What should you say to guests who decline a Ritual of Renewal? 22

23 Rituals of RenewAl Knowledge Check 7. What is the first thing you should do when a guest presents you with a birthday postcard or letter? 8. The Stress-Relieving Hand Ritual is typically performed using Hand Relief or Stress-Fix Body Lotion. a. True b. False 9. When performing the Stress-Relieving Neck and Shoulders Ritual, it is important to maintain with the guest throughout the entire ritual. 10. Each movement in the Stress-Relieving Neck and Shoulders Ritual is performed times. Action Plan Record one commitment for developing your ability to offer and perform Rituals of Renewal with guests as you grow into your role as an advisor. Share with your mentor. 23

24 Service

25 Service LEARNING OBJECTIVES Describe and perform each step of the Aveda Service Cycle Describe and perform the service behaviors associated with each step of the Aveda Service Cycle Describe the difference between instant and elite guests Provide consistent, exceptional service to every guest Best service ever Describe the best service experience you ve ever had. What specific things made it so memorable? What does service mean to you? 25

26 Service AVEDA SERVICE CYCLE Record the steps of the Aveda Service Cycle. 26

27 Service CONNECT Record the connect service cycle behaviors AVEDA BRAND OVERVIEW STATEMENT Aveda is a professional hair and skin care brand with highperforming, plant-based products that treat the earth with respect. OBSERVING CONNECT SERVICE BEHAVIORS Record your observations as you watch team members perform the connect service behaviors. 1. How did the team member acknowledge the guest? 2. How long did it take the team member to say Welcome to Aveda? 27

28 Service OBSERVING CONNECT SERVICE BEHAVIORS CONTINUED 3. How did the team member offer Aveda Comforting Tea? 4. Did the team member ask whether the guest was familiar with Aveda? 5. How did the team member share the Aveda brand overview statement with new guests? Did they say it in their own words? 6. What did you learn from watching the connect service behaviors in action? 7. What you would do differently based on your observations? 28

29 Service DISCOVER NEEDS Discovering needs consists of one key behavior performing an effective consultation. An effective consultation includes asking the guest a minimum of three open-ended questions. Transition Tips Ask: What brings you to Aveda today? (Asking What can I help you with today usually gets a response like Nothing, I m just looking. Make a statement about something the guest is looking at. For example, I see you re looking at our (hair care, skin care, makeup, aroma, etc.) products. Then ask an open-ended question like Tell me about your hair so you can find out more information about what the guest is looking for. If the guest tells you that they just want to browse, a good response is, We have a lot of great products to look at. Take your time, and I ll check back with you in a few minutes to answer any questions. OPEN-ENDED VS. CLOSE-ENDED QUESTIONS Open-ended questions typically begin with phrases like,, or. Close-ended questions can be answered with a or. These questions help refine the open-ended questions and close the sale. Record an open-ended alternative for each close-ended question. Close-Ended Question Open-Ended Alternative Are you looking for anything in particular? Are you currently using Aveda shampoos and conditioners? Is your skin dry? Do you wear lip liner? Do you have time for a Ritual of Renewal? 29

30 Service Hair Care Consultation Tool Record the questions from the Hair Care Consultation Tool Elemental Nature SM Questionnaire Record the questions from the Elemental Nature SM Questionnaire

31 Service INSTANT GUESTS vs. ELITE GUESTS guests are guests who have minutes to spend with us. guests are guests who have minutes to spend with us. The Aveda Service Cycle step that differs from instant guests and elite guests is. To determine whether a guest is an instant or elite guest, you need to perform a. PRODUCTS I USE List all of the products you used on your hair, skin and body this morning to achieve your desired look. How many products did you use in total? PRODUCT TOTAL 31

32 Service PROVIDE SOLUTIONS Record the provide solutions service cycle behaviors SOLUTIONS FORMULA BECAUSE, (challenge or need) I RECOMMEND (appropriate system) WHICH WILL. (results) Because you said your hair is dry, I recommend the Dry Remedy system, which will instantly add moisture to your hair. Because you said you re concerned with fine lines, I recommend the Green Science system, which will visibly lift the skin and reduce the appearance of fine lines. 32

33 Service Record the recommended system and solution formulas for each guest challenge/need. Guest Challenge/Need Recommended System Solutions Formula Relieve acne and reduce breakouts Prevent hair color from fading Soothe and balance the scalp Sharing an Aveda Story List all of the Aveda narratives you can remember, and put an asterisk next to your favorite. 33

34 Service PURESCRIPTION PAD The Purescription Pad is organized into, then and. The Purescription Pad is used to record for guests. guest should be given a customized Purescription Pad to take home with them. CONFIRM Record the confirm service cycle behaviors

35 Service Aveda Guest Registry Use the following tips when inviting new guests to join the Aveda guest registry: Introduce the registry when discovering the guest s needs. Ask the guest if they currently receive weekly s from Aveda. Share the benefits: Guests receive weekly s from Aveda that tell them about what s new and invite them to the EC for free samples and special events. Guests receive a birthday gift from Aveda valued at $20. Assure the guest that their information will remain confidential and will not be shared with other companies. I d love to get you added to our guest registry to contact you about free product samples and keep you in the know about new product launches. The best part about joining the guest registry is the free birthday gift you get from Aveda each year. All I need is your address. And don t worry; your information will be kept private. Pure Privilege SM Program Use the following tips when explaining the Pure Privilege SM Program: Introduce the program when discovering the guest s needs. Offer the program to returning guests who love Aveda. 35

36 Service Pure Privilege SM Program CONTINUED Share the benefits: Guests pay a one-time membership fee of $10 and earn points on all Aveda purchases, which can be redeemed for more Aveda products and services. Guests earn double points on any purchases made the day they enroll in the program. Guests receive additional opportunities to participate in double points offers. Guests receive exclusive offers from Aveda. Guests receive a birthday gift from Aveda valued at $20. Are you a Pure Privilege SM member? It s a great program in which you earn points on every Aveda purchase, which you can then redeem for great gifts, spa treatments and more. Observing Confirm Service Behaviors Record your observations as you watch team members perform the confirm service behaviors. 1. Did the team member invite the guest to join the Aveda guest registry? What language did they use? 2. Did the team member explain the Pure Privilege SM Program? What language did they use? 3. How did the team member offer a salon referral? 36

37 Service Observing CoNFIRM Service Behaviors 4. Did the team member invite the guest to support the mission by not taking a bag? 5. Did the team member walk the purchase around the cash wrap? 6. How did the team member request permission to follow up with the guest? 7. What did you learn from watching the confirm service behaviors in action? 8. What you would do differently based on your observations? 37

38 Service Knowledge Check Complete the Aveda Service Cycle steps and their associated service behaviors without using your notes. After you ve included as much detail about each step as possible, go back and use your workbook to add any missing information. 38

39 Service Action Plan Record one commitment for developing your ability to provide consistent, exceptional service to every guest as you grow into your role as an advisor. Share with your mentor. 39

40 Flex Your SERVICE Style

41 Learning Objectives Flex Your SERVICE Style Demonstrate warm and friendly communication with every guest Flex your service style to accommodate every type of guest: New to Aveda In a hurry Browsing Direct-request Birthday/sample Build long-lasting rapport with every guest Best Friend Think about when you met you best friend or a time when you met someone you immediately clicked with. What specific things made you connect with this person? Methods of Communication Words: % Tone of voice: % Body language: % 41

42 Flex Your SERVICE Style Guest Types New to Aveda Have never heard of Aveda before or have limited knowledge about the brand, its mission and products. May have been referred by a friend or promotional advertising. May be curious shoppers. Service Do s Greet them according to the connect service behaviors. Give them some time to take in the Aveda environment by giving them a little space. Offer a Ritual of Renewal, and share more about the Aveda mission and products while performing the ritual. Encourage them to join the Aveda guest registry to start receiving weekly s from Aveda. Service Don ts Neglect to ask them if they re familiar with Aveda. Let them leave without learning more about Aveda, its mission and products. In a Hurry Move quickly. Tell you they re in a hurry. Often come in, find exactly what they need and head straight to the cash wrap. Service Do s Greet and offer them Aveda Comforting Tea immediately. Move and speak more quickly. Acknowledge that they re in a hurry, and let them know that you can help them with anything they need. Offer an instant Ritual of Renewal. Quickly point out the current product or program focus on your way to the cash wrap. Service Don ts Talk excessively. Ask close-ended questions. Try to get them to slow down. Offer a Ritual of Renewal that takes several minutes to perform. 42

43 Flex Your SERVICE Style Browsing Tell you they re just looking when asked what brings them to Aveda. Often are new to Aveda and know very little about the brand. Service Do s Greet them according to the connect service behaviors. If they say they re just looking, let them know that you can answer any questions they have, and give them time to look around. Make a positive statement about Aveda: There are a lot of great things to look at! Please take your time, and I ll check back with you in a few minutes. Service Don ts Break the connection completely. Neglect to offer them a Ritual of Renewal. Follow them around the store. Appear pushy. Direct Request Come in looking for something specific. Often have a shopping list. Often are regular Aveda guests. Service Do s Greet them according to the connect service behaviors. Offer to meet their original need first: You look like you know exactly what you re looking for. What brings you to Aveda today? Make a positive statement about the product they re requesting: I see you re looking to purchase our Smooth Infusion Prep-Style Smoother today, which is one of our best-selling products. Ask them to tell you more about their hair (or skin if they re purchasing a skin care product). Service Don ts Make assumptions about what they re looking for. Neglect to ask what they like about the product they re requesting or how well it s working for them. Neglect to offer a quick consultation. Neglect to introduce them to something new. 43

44 Flex Your SERVICE Style Birthday/Sample Come in to present a birthday postcard or offer to redeem their birthday gift or receive a free sample. Service Do s Greet them according to the connect service behaviors. Explain the offer: Birthday guests: Happy birthday! This has invited you in for a (birthday gift). Sample guests: Thanks for coming in today! I m going to give you a free sample of (product). I d love to ask you a few questions about your (hair, skin, etc.) so I can educate you on how to get the best results from this product. Request permission to follow up with them on how the product is working for them: Because this is the first time you re using this product, I would love to follow up with you in a couple of weeks/days to see how it is working for you. When is a good day and time to call you? Service Don ts Give the birthday gift or sample without offering a Ritual of Renewal and sharing information about the newest product launch. Give the sample without offering a consultation to make sure the product is right for them. Give the sample without educating them on how to use the product. Give the sample without requesting to follow up with them. Guest Follow-Ups If the guest says yes: Call within three days of their visit to see how the product is working for them. Follow the process outlined in the Above & Beyond Program. If the guest says no: Write and send a thank-you note within three days of their visit to see how the product is working for them. Follow the process outlined in the Above & Beyond Program. 44

45 Flex Your SERVICE Style Flex Your SERVICE Style Demonstration and Practice Record your observations as your team leader demonstrates how to flex their service style to accommodate the guest. Connect Discover needs Provide solutions Confirm 45

46 Flex Your SERVICE Style Knowledge Check Answer the following questions without using your notes. After you ve answered each question, if there are any remaining that you couldn t answer, go back and use your workbook as a reference. 1. What are the three ways we communicate? 2. What are some examples of open body language? 3. Guests form an opinion about you within the first seconds of entering the EC. 4. You should perform all of the connect service behaviors, even with guests in a hurry. a. True b. False 46

47 Knowledge Check Flex Your SERVICE Style 5. Name each guest type you learned about during this training. Record a service do and a service don t for each one. Guest Type Service Do Service Don t Action Plan Record one commitment for developing your ability to build long-lasting rapport with every guest as you grow into your role as an advisor. Share with your mentor. 47

48 Hair Care

49 Hair Care Learning Objectives Educate guests on the hair care domain and its associated products Use the appropriate tools and service behaviors to discover guests hair care needs Use the appropriate tools and service behaviors to provide appropriate solutions for guests hair care needs Effectively perform express and elite hair care consultations, including the porosity and elasticity tests and scalp analysis Describe how to perform the complete Hair Care Experience Hair Care Product Knowledge and Service Tools Hair Care Positioning Chart ShelfTalkers and End Benefit Cards 49

50 Hair Care Product Resource Guide Hair Care Consultation Tool Purescription Pad 50

51 Hair Care Hair Care System A complete hair care system consists of: 1. Shampoo Cleanses hair Removes products, minerals and build-up 2. Conditioner Repairs hair Puts things back into hair (e.g., moisture, protein, etc.) 3. Treatment Provides more intense or targeted treatment Often used to treat hair on a weekly basis in place of daily conditioner Hair Physiology Cuticle Cuticle Cortex Cuticle Cortex Cortex Cuticle Medulla Medulla Cortex Medulla Medull Cuticle layer of hair Shampoos, conditioners and generally work only on the cuticle Cortex layer of hair services (e.g., color, perms, thermal straighteners) and tools alter the cortex Products that help often work on the cortex Medulla -most layer of hair Function 51

52 Hair Care Hair Texture The diameter of each individual hair strand Three Categories 1. Fine soft, silky, thin, sparse, lacks volume, breaks easily, tangles easily, easily weighed down by product 2. Medium wavy or straight, neither coarse nor fine, frizzy, lacks smoothness, natural volume/body 3. Coarse wiry, rough, dry, fuzzy, difficult to style Hair Density The number of strands present on a head Three Categories 1. Thin 2. Normal 3. Thick Curl Pattern The degree of or in the hair Three Categories

53 Hair Care Damage What is it? What causes it? What does it do? How to repair it? Environmental Environmental factors (e.g., wind, sun, water) Leads to a lack of moisture Add moisture back into the hair Mechanical Heat styling tools (e.g., blow dryers, irons, rollers) Leads to a lack of moisture and potential breakage Add moisture and/or protein back into the hair Chemical Chemical services (e.g., color, perms, thermal straighteners) Breaks down the hair s strength, causing weak spots Add protein back into the hair to re-strengthen it Scalp Conditions What is it? How does it look/feel? Normal Healthy Oily Slick, oily, shiny Dry Itchy, flaky, tight, uncomfortable Dandruff Scaly, flaky, irritated Sensitive Red, hot, itchy, irritated, uneven 53

54 Hair Care elasticity test Elasticity measures how well the hair stretches and returns to its original length. Hair with great elasticity stretches about 1/5 (about 20%) and returns to its original length. Hair with healthy elasticity is more resilient during styling. Sensitized or weak hair stretches easily but doesn t fully bounce back. Damaged hair typically lacks elasticity, which can result in breakage during daily styling. Determine the elasticity of your guest s hair by performing the following test on dry or wet hair: Step 1 Using both hands, hold a strand of hair at the scalp and at the ends. porosity test Step 2 Gently stretch and release the hair. Step 3 Evaluate the results: Hair that stretches easily and returns to its original length has great elasticity. Hair that remains slightly stretched has good to great elasticity. Hair that breaks or remains stretched out has poor elasticity. Porosity measures the hair s ability to absorb or hold moisture. Porous hair absorbs products quickly and processes faster. Non-porous hair is more resistant to product absorption. Determine the porosity of your guest s hair by performing the following test on dry hair: Step 1 Hold a section of hair between your thumb and forefinger. Step 2 Lightly backcomb the hair strands from ends to scalp. Step 3 Evaluate the results: Hair that feels thick and smooth and does not backcomb easily is non-porous or resistant. Hair that feels rough and backcombs easily lacks elasticity and is porous. 54

55 Understanding Elasticity and Porosity Tests Hair Care lacks elasticity is porous recommend products to make the hair stronger (e.g., Damage Remedy ) recommend products to add moisture (e.g., Dry Remedy ) lacks elasticity and is porous treat the damage first Scalp Analysis Step 1 Part the hair at the crown using an Aveda comb and section with clips. Step 2 Rub the scalp gently, and look for sign of flakiness, irritation or oil. Step 3 Repeat steps 1 and 2 behind the ear and at the nape of the neck. 55

56 Hair Care Hair Care Needs and Solutions Use the hair care product knowledge tools to determine the appropriate product system solution for the following guest scenarios. 1. Hair is frizzy and lacks smoothness. 2. Hair is curly, frizzy and has an irregular curl pattern. 3. Scalp is itchy, flaky and irritated. 4. Hair is dry, damaged and breaks easily due to multiple color services. 5. Hair is flat, tangles easily and lacks volume. 6. Hair is thinning. 7. Hair color fades quickly and lacks shine. 8. Hair is wiry, dry and lacks shine. 56

57 Hair Care 9. Hair has natural highlights and chlorine build-up. 10. Hair is dry, brittle and lacks smoothness. HAIR CARE NEEDS AND Solutions FormulaS Use the hair care product knowledge tools to determine the appropriate product system solution and associated solutions formulas for the following guest scenarios. 1. Guest has fine, straight, shoulder-length hair and wants volume but doesn t want to use products that will weigh their hair down. 2. Guest has coarse, dry, curly hair and wants to enhance their curl and tame frizz. 3. Guest wants to preserve their color-treated hair. 4. Guest has a family of four and wants to share the same shampoo and conditioner. 5. Guest has frizzy hair and uses a blow dryer and flat iron to wear their hair straight and smooth every day. 57

58 Hair Care Provide Solutions Suggest and educate on a system of three or more products. Offer an Aveda Ritual of Renewal. Share a reason we re different: mission, packaging, sourcing, etc. Provide a Purescription. Introduce what s new. Hair Care Experience The complete Hair Care Experience consists of: 1. Hair care consultation 2. Signature Hair Styling Ritual 3. Stress-Relieving Hand Ritual or Stress-Relieving Neck and Shoulders Ritual 58

59 Knowledge Check Hair Care Answer the following questions without using your notes. After you ve answered each question, if there are any remaining that you couldn t answer, go back and use your workbook and any of the hair care product knowledge tools as a reference. 1. What does a complete hair care system consist of? 2. What are the three hair texture categories? 3. How do you determine whether a guest is instant or elite? 4. Elasticity measures how well the hair ; porosity measures how well the hair moisture. 5. What are the three steps of the complete Hair Care Experience? 59

60 Hair Care Knowledge Check CONTINUED 6. Damage Remedy Restructuring Shampoo and Restructuring Conditioner add protein to the hair; Dry Remedy Moisturizing Shampoo and Moisturizing Conditioner add moisture to the hair. a. True b. False 7. Pure Abundance Volumizing Shampoo and Volumizing Clay Conditioner are ideal for guests with thick hair. a. True b. False 8. Invati Solutions for Thinning Hair is clinically proven to reduce hair loss due to breakage by 33% after 12 weeks. a. True b. False 9. Color Conserve Strengthening Treatment provides UV protection against color fading. a. True b. False 10. Smooth Infusion Shampoo and Conditioner soften hair and add shine. a. True b. False 60

61 SKILLS ASSESSMENt Assess your current level of comfort with performing the following hair care service skills. Hair Care Skill I am comfortable with this skill I commit to improving this skill by Determine the guest s hair care needs by asking the questions on the Hair Care Consultation Tool Explain the function of shampoos, conditioners and treatment products in a complete hair care system Explain the benefits of each hair care product Determine a guest s hair texture and density Perform the elasticity and porosity tests and scalp analysis Determine the hair care system that will address the guest s primary concern Suggest and educate on a complete hair care system using the solutions formula 61

62 Hair Care Action Plan Record one commitment for developing your ability to discover and provide appropriate solutions for guests hair care needs as you grow into your role as an advisor. Share with your mentor. 62

63 Hair Care Product Homeplay After experiencing each product of your recommended hair care system, record your responses to the product homeplay questions. Shampoo Conditioner Treatment What is the full product name? How does it look and feel? How would you describe the aroma? What did you like best about the product? How would you describe the product to a guest? Other comments? 63

64 Hair Styling

65 Hair Styling LEARNING OBJECTIVES Educate guests on the hair styling domain and its associated products Use the appropriate tools and service behaviors to discover guests hair styling needs Use the appropriate tools and service behaviors to provide appropriate solutions for guests hair styling needs Effectively perform the Signature Hair Styling Rituals and the complete Hair Care Experience Hair Styling System A complete hair styling system consists of: Prep Protects and prepares hair for styling to build the foundation for a long-lasting style Generally applied to towel-dried hair 2. Style Provides varying levels of hold that smooth frizz, create volume, define curl or create hold Applied to damp hair 3. Finish Provides varying levels of hold that create texture, add shine or hold with hair spray 65

66 Hair Styling Hair Styling Product DISCOVERY After experiencing the texture and aroma of each prep, style and finish product, record the product s associated benefit. PREP Brilliant Damage Control PREP Texture Aroma Benefit: Pure Abundance Style-Prep PREP Texture Aroma Benefit: Smooth Infusion Style-Prep Smoother PREP Texture Aroma Benefit: 66

67 Hair Styling Be Curly Style-Prep PREP Texture Aroma Benefit: STYLE (Smooth Frizz) Brilliant Universal Styling Creme STYLE Texture Aroma Benefit: Smooth Infusion Glossing Straightener STYLE Texture Aroma Benefit: STYLE (Create Volume) Volumizing Tonic STYLE Texture Aroma Benefit: 67

68 Hair Styling Phomollient Styling Foam STYLE Texture Aroma Benefit: STYLE (Define Curl) Be Curly Curl Enhancer STYLE Texture Aroma Benefit: Be Curly Curl Controller STYLE Texture Aroma Benefit: STYLE (Create Hold) Aveda Men Pure-Formance Liquid Pomade STYLE Texture Aroma Benefit: 68

69 Hair Styling Confixor Liquid Gel STYLE Texture Aroma Benefit: Brilliant Retexturing Gel STYLE Texture Aroma Benefit: Flax Seed Aloe Strong Hold Sculpturing Gel STYLE Texture Aroma Benefit: Aveda Men Pure-Formance Firm Hold Gel STYLE Texture Aroma Benefit: 69

70 Hair Styling FINISH (Create Texture) Light Elements Texturizing Creme FINISH Texture Aroma Benefit: Pure Abundance Hair Potion FINISH Texture Aroma Benefit: Light Elements Defining Whip FINISH Texture Aroma Benefit: Aveda Men Pure-Formance Grooming Creme FINISH Texture Aroma Benefit: 70

71 Hair Styling Aveda Men Pure-Formance Pomade FINISH Texture Aroma Benefit: Control Paste Finishing Paste FINISH Texture Aroma Benefit: Aveda Men Pure-Formance Grooming Clay FINISH Texture Aroma Benefit: Light Elements Shaping Wax FINISH Texture Aroma Benefit: 71

72 Hair Styling FINISH (Add Shine) Light Elements Smoothing Fluid FINISH Texture Aroma Benefit: Brilliant Spray-On Shine FINISH Texture Aroma Benefit: Brilliant Emollient Finishing Gloss FINISH Texture Aroma Benefit: Brilliant Humectant Pomade FINISH Texture Aroma Benefit: 72

73 Hair Styling Brilliant Anti-Humectant Pomade FINISH Texture Aroma Benefit: FINISH (Hold with Hair Spray) Witch Hazel Light Hold Hair Spray FINISH Texture Aroma Benefit: Brilliant Medium Hold Hair Spray FINISH Texture Aroma Benefit: Air Control Hair Spray FINISH Texture Aroma Benefit: 73

74 Hair Styling Be Curly Curl Enhancing Hair Spray FINISH Texture Aroma Benefit: Firmata Firm Hold Hair Spray FINISH Texture Aroma Benefit: Pure Abundance Volumizing Hair Spray FINISH Texture Aroma Benefit: Control Force Firm Hold Hair Spray FINISH Texture Aroma Benefit: 74

75 Hair Styling Needs and Solutions FORMULAS Hair Styling Use the hair styling product knowledge tools to determine the appropriate product system solution for three of the magazine images you found earlier. Record your recommendations on a Purescription Pad, and use the solutions formula to make your recommendations to your mentor as though they were each guest. Magazine Image #1 Desired Styling Result Prep Product Style Product Finish Product Magazine Image #2 Desired Styling Result Prep Product Style Product Finish Product Magazine Image #3 Desired Styling Result Prep Product Style Product Finish Product 75

76 Hair Styling Signature Hair Styling Rituals Record the missing information as your mentor explains and demonstrates the five Signature Hair Styling Rituals. The Gloss Who Tools Steps 1. Spray 3 4 pumps of the product onto the brush. 2. Take a small section of hair, and focusing primarily on the ends, use the brush to paint the product onto the hair, working from the ends up. 3. Continue to take sections of hair, and apply the product in the same manner until the desired level of shine is achieved. The Lift Who Tools Steps 1. Lift a small section of hair to expose the roots, and pull it toward the opposite side of the head. 2. Spray the preferred hair spray to the roots on the underside of the section, and allow it to set. 3. Release the section, and gently manipulate it with your fingers to achieve the desired effect. 4. Continue to lift sections of hair, and apply the hair spray in the same manner until the desired level of volume is achieved. 76

77 Hair Styling The Puff Who Tools Steps 1. Start with the bottle closed and pointed up. 2. Turn the bottle upside down. Repeat one time. 3. Hold the bottle horizontally with the cap open. 4. Lift a small section of hair to expose the roots. 5. Gently squeeze the bottle so the product puffs onto the roots on the underside of the section. 6. Gently massage the product into the scalp using circular motions. 7. continue to lift sections of hair, and apply the product in the same manner until the desired level of volume is achieved. The Tousle Who Tools Steps 1. Emulsify a small amount of the preferred product in your hands. 2. Place your hands on either side of the head. Using your fingers as a comb, slide your hands through the hair, moving up the sides and bringing them together at the crown. 3. Finger-style the hair to achieve the desired effect. 77

78 Hair Styling The Twist Who Tools Steps 1. Take a small section of hair that will benefit from curl enhancement. 2. Twist the section around your finger until the curl wraps around itself. 3. While the section is wrapped around your finger, spray it with hair spray, and allow it to set. 4. Release the section, gently finger-style and finish with more hair spray, spraying inches from the hair. 5. Continue to take sections of hair, and apply the hair spray in the same manner until the desired level of curl enhancement is achieved. Offering a Signature Hair Styling Ritual I d love to show you how this product looks and feels in your hair. I m going to show you a fun styling technique that will help you achieve your desired style. 78

79 Hair Styling Knowledge Check Answer the following questions without using your notes. After you ve answered each question, if there are any remaining that you couldn t answer, go back and use your workbook and any of the hair styling product knowledge tools as a reference. 1. Brilliant Damage Control is a prep product for all hair types that helps protect from thermal and UV damage and reduce breakage from combing. a. True b. False 2. Be Curly Style-Prep and Pure Abundance Style-Prep can be used to refresh hair styles on non-shampoo days. a. True b. False 3. Be Curly Curl Controller intensifies curls while moisturizing and conditioning. a. True b. False 4. Volumizing Tonic creates weightless volume and body and is applied all over the hair. a. True b. False 5. Brilliant Retexturing Gel can be used alone as a medium hold gel. a. True b. False 6. Light Elements Texturizing Creme provides the least amount of hold, and Light Element Shaping Wax provides the most amount of hold. a. True b. False 79

80 Hair Styling Knowledge Check CONTINUED 7. Pure Abundance Hair Potion can be applied to wet or dry hair and either directly from the bottle or emulsified in the hands. a. True b. False 8. Brilliant Anti-Humectant Pomade absorbs moisture to help prevent frizziness. a. True b. False 9. Light Elements Smoothing Fluid creates body, natural shine and movement with light hold. a. True b. False 10. Control Force Firm Hold Hair Spray is an aerosol hair spray that provides 24-hour humidity defense. a. True b. False 80

81 SKILLS ASSESSMENT Hair Styling Assess your current level of comfort with performing the following hair styling service skills. Skill I am comfortable with this skill I commit to improving this skill by Determine the guest s hair styling needs by asking the questions on the Hair Care Consultation Tool Explain the function of prep, style and finish products in a complete hair styling system Explain the benefits of each hair styling product Determine the hair styling system that will address the guest s desired result Suggest and educate on a complete hair styling system using the solutions formula Perform the five Signature Hair Styling Rituals Perform the complete Hair Care Experience 81

82 Hair Styling Action Plan Record one commitment for developing your ability to discover and provide appropriate solutions for guests hair styling needs as you grow into your role as an advisor. Share with your mentor. 82

83 Product Homeplay Hair Styling After experiencing each product of your recommended hair styling system, record your responses to the product homeplay questions. Prep Style Finish What is the full product name? How does it look and feel? How would you describe the aroma? What did you like best about the product? How would you describe the product to a guest? Other comments? 83

84 Skin/BODY Care & Aroma

85 Learning Objectives Skin/BODY Care & Aroma Educate guests on the skin care, body care and pure-fume domains and their associated products Use the appropriate tools and service behaviors to discover guests skin/body care and aroma needs Use the appropriate tools and service behaviors to provide appropriate solutions for guests skin/body care and aroma needs Effectively perform the Balancing Skin Care Ritual and the complete Skin Care Experience Finding Balance Where do you strive for balance in your life? When you are unbalanced, how do you feel physically, mentally and emotionally? When you are balanced, how do you feel physically, mentally and emotionally? 85

86 Skin/BODY Care & Aroma Elemental Nature SM Ayurveda, a 5,000 year-old Indian healing tradition, tells us that the spirit of natural elements (infinity, air, fire, water and earth) are to be found in all living things, including you. When these elements are balanced, your skin looks healthy, vital and radiant. When skin concerns surface, it could be a signal that an element needs to be balanced. Infinity/Air Fire Water/Earth 86

87 Skin/BODY Care & Aroma SKIN CARE STEPS Record the skin care steps in the order they should be performed

88 Skin/BODY Care & Aroma Skin Care System DISCOVERY After experiencing the texture and aroma of each skin care system, record the system s associated result. BASIC CARE Basic Care Tourmaline Charged Texture Aroma Result: Basic Care Botanical Kinetics Texture Aroma Result: Basic Care All-Sensitive Texture Aroma Result: 88

89 Skin/BODY Care & Aroma SPECIALIZED CARE SPECIALIZED Care Green Science Texture Aroma Result: SPECIALIZED Care Enbrightenment Texture Aroma Result: SPECIALIZED Care Outer Peace Texture Aroma Result: 89

90 Skin/BODY Care & Aroma Elemental Nature SM Questionnaire Using the Elemental Nature SM Questionnaire Reading the Elemental Nature SM Questionnaire RECORDING product recommendations on the Elemental Nature SM Questionnaire 90

91 Skin Care Needs and Solutions Formulas Skin/BODY Care & Aroma Use the skin care product knowledge tools to determine the appropriate product system solution and associated solutions formulas for the following guest scenarios. 1. Guest is experiencing dry skin and wants a moisturizer that will help relieve the itchy, tight feeling. Cleanse: Solutions Formula Exfoliate/Tone: Treat: Eyes: Moisturize: Masque: 2. Guest has normal to oily skin and wants a cleanser that will remove excess oil and prevent acne. Cleanse: Solutions Formula Exfoliate/Tone: Treat: Eyes: Moisturize: Masque: 91

92 Skin/BODY Care & Aroma Skin Care Needs and Solutions Formulas CONTINUED 3. Guest has been using the Botanical Kinetics system for dry skin but is concerned about fine lines and wrinkles. Cleanse: Solutions Formula Exfoliate/Tone: Treat: Eyes: Moisturize: Masque: 92

93 Skin/BODY Care & Aroma Skin Care Experience The complete Skin Care Experience consists of: 1. Skin care consultation Balancing Skin Care Ritual 3. Stress-Relieving Hand Ritual using Hand Relief, Stress-Fix Body Lotion or recommended moisturizer Balancing Skin Care Ritual 93

94 Skin/BODY Care & Aroma Body Care Product DISCOVERY After experiencing the texture and aroma of each body care product, record the product s associated benefit. Caribbean Therapy Caribbean Therapy Caribbean Therapy Body Creme Texture Aroma Benefit: Caribbean Therapy Caribbean Therapy Body Scrub Texture Aroma Benefit: Conditioning Body Care Conditioning Body Care Beautifying Composition Texture Aroma Benefit: 94

95 Hand & Foot Skin/BODY Care & Aroma HAND & FOOT Hand Relief Texture Aroma Benefit: Massage Care Massage Care Blue Oil Balancing Concentrate Texture Aroma Benefit: Rosemary Mint ROSEMARY MINT Rosemary Mint Hand and Body Wash Texture Aroma Benefit: ROSEMARY MINT Rosemary Mint Body Lotion Texture Aroma Benefit: 95

96 Skin/BODY Care & Aroma Spa/Body Replenishing Body Moisturizer Spa/Body Texture Aroma Benefit: Smoothing Body Polish Spa/Body Texture Aroma Benefit: Stress-Fix Stress-Fix Stress-Fix Body Lotion Texture Aroma Benefit: Stress-Fix Stress-Fix Soaking Salts Texture Aroma Benefit: 96

97 Skin/BODY Care & Aroma Body Care Consultation Questions Record the body care consultation questions Body Care Needs and Solutions Formulas Use the body care product knowledge tools to determine the appropriate product system solution and associated solutions formulas for the following guest scenarios 1. Guest wants a calming bath experience. Product 1: Solutions Formula Product 2: Product 3: 97

98 Skin/BODY Care & Aroma Body Care Needs and Solutions Formulas CONTINUED 2. Guest wants a basic, daily body care regimen without much aroma. Product 1: Solutions Formula Product 2: Product 3: 3. Guest wants a rich lotion for body, hands and feet. Product 1: Solutions Formula Product 2: Product 3: AROMA OBSERVATIONS 98

99 Knowledge Check Skin/BODY Care & Aroma Answer the following questions without using your notes. After you ve answered each question, if there are any remaining that you couldn t answer, go back and use your workbook and any of the skin/body care and aroma product knowledge tools as a reference. 1. Name each Aveda Skin Care system, its associated result and the Elemental Nature SM it is formulated to balance. 2. What are the six skin care steps? 3. When performing a skin care consultation, pay particular attention to how the guest responds to the question: What is the concern with your skin? 4. What are the three steps of the complete Skin Care Experience? 5. The Green Science system includes two treatment products. a. True b. False 99

100 Skin/BODY Care & Aroma Knowledge Check CONTINUED 6. Tourmaline Charged Radiant Skin Refiner is an exfoliation product that should be used daily. a. True b. False 7. Enbrightenment Brightening Correcting Lotion is for normal to skin; Enbrightenment Brightening Correcting Creme is for normal to skin. 8. Name all of Aveda s daily care body moisturizers. 9. The Stress-Fix family is clinically proven to feelings of stress. 10. Aveda Singular Notes can be used for which of the following: a. Body b. Bath c. Massage d. All of the above 100

101 SKILLS ASSESSMENT Skin/BODY Care & Aroma Assess your current level of comfort with performing the following skin/body care and aroma service skills. Skill I am comfortable with this skill I commit to improving this skill by Determine the guest s skin care needs by asking the questions on the Elemental Nature SM Questionnaire Explain the function of each product in a complete skin care system Explain the benefits of each skin/body care and aroma product Determine the skin/body care system that will address the guest s primary concern Suggest and educate on a complete skin/body care system using the solutions formula Perform the Balancing Skin Care Ritual Perform the complete Skin Care Experience 101

102 Skin/BODY Care & Aroma Action Plan Record one commitment for developing your ability to discover and provide appropriate solutions for guests skin/body care and aroma needs as you grow into your role as an advisor. Share with your mentor. 102

103 Product HOMEPlay Skin/BODY Care & Aroma After experiencing each product of your recommended skin care system, record your responses to the product homeplay questions. Cleanse Exfoliate/Tone Treat What is the full product name? How does it look and feel? How would you describe the aroma? What do you like best about the product? How would you describe the product to a guest? Other comments? 103

104 Skin/BODY Care & Aroma Product HOMEPlay CONTINUED Eyes Moisturize Masque What is the full product name? How does it look and feel? How would you describe the aroma? What do you like best about the product? How would you describe the product to a guest? Other comments? 104

105 Makeup

106 Makeup Learning Objectives Educate guests on the makeup domain and its associated products and points of difference Use the appropriate tools and service behaviors to discover guests makeup needs Use the appropriate tools and service behaviors to provide appropriate solutions for guests makeup needs Effectively perform the Makeup Ritual Color Your World Where do you see color in the world? How does color inspire you? What color best describes you and why? 106

107 Makeup Makeup System A complete makeup system consists of any three products from any application category. Complexion Cheeks Inner Light Concealer Inner Light Mineral Tinted Moisture Broad Spectrum SPF 15 Inner Light Mineral Dual Foundation Inner Light Mineral Loose Powder Inner Light Mineral Pressed Powder Inner Light Foundation Brush Flax Sticks Professional Makeup Brushes Envirometal Compact Inner Light Mineral Loose Powder Inner Light Mineral Pressed Powder Petal Essence Face Accents Uruku Bronzer Flax Sticks Professional Makeup Brushes Uruku Bronzing Brush Envirometal Compact Eyes Lips Petal Essence Single Eye Color Petal Essence Eye Color Trio Petal Essence Eye Definer Mosscara Color Options Eye Shadow Transformer Pure Comfort Eye Makeup Remover Flax Sticks Professional Makeup Brushes Envirometal Compact Aveda Pencil Sharpener Lip Saver Lip Shine Nourish-Mint Renewing Lip Treatment Nourish-Mint Lip Definer Nourish-Mint Lip Liner Nourish-Mint Sheer Mineral Lip Color Nourish-Mint Smoothing Lip Color Nourish-Mint Rehydrating Lip Glaze Uruku Color Gloss Uruku Lip Pigment Envirometal Retractable Lip Brush Refillable Lip Color Case Aveda Pencil Sharpener 107

108 Makeup Seasonal Aveda Makeup Collections What is the name of the current seasonal Aveda Makeup collection? What are the names/colors of its cheek products (if applicable)? What are the names/colors of its eye products (if applicable)? What are the names/colors of its lip products (if applicable)? 108

109 Makeup Makeup Hygiene 1. Wash hands before and after applying product. 2. Place products and tools on facial tissue. 3. Scrape powder products onto facial tissue, and apply using disposable applicators or clean brushes. Inner Light Mineral Dual Foundation Inner Light Mineral Loose Powder Inner Light Mineral Pressed Powder Petal Essence Face Accents Petal Essence Single Eye Color Petal Essence Eye Color Trio Uruku Bronzer 4. Apply creme products using cotton swabs, wooden spatulas and sponges. Inner Light Concealer Inner Light Mineral Tinted Moisture Broad Spectrum SPF 15 All lip products 5. Sharpen pencil products before and after each use. Petal Essence Eye Definer Nourish-Mint Lip Definer Nourish-Mint Lip Liner 6. Apply mascara using disposable mascara wands, and do not double dip the wand into the tube. Mosscara 7. Discard disposable applicators immediately. 109

110 Makeup Makeup Consultation Questions Record the makeup consultation questions Determining Skin Tone Pink undertones and blue eyes indicate cool skin tones. Cool colors harmonize with cool skin tones. Cool colors: greens, blues, plums, violets, pinks, roses Yellow-orange undertones and brown eyes indicate warm skin tones. Warm colors harmonize with warm skin tones. Warm colors: reds, oranges, yellows, peaches, nudes, spices 110