Thank you for choosing our machine. We hope it meets with all your expectations.

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3 Dear client, Thank you for choosing our machine. We hope it meets with all your expectations. Being our client, you are able to avail yourself of our technical staff which is at your disposal. We invite you to scrupulously follow the directions and suggestions found in our manual, by doing so you will find you will be able to use the machine to its full potential. Thank you for your attention, we are confident you will enjoy using our machine. 3

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5 INDEX 1. DESCRIPTION 1.1 SKIN 1.2 TECHNOLOGY USED 1.3 LIGHT THERAPY LIGHT ACTIVATOR 1.5 BEAUTY VIBRO PLATE 2. IMPERFECTIONS 2.1 SKIN AGEING ( WRINKLES) 2.2 CELLULITE 2.3 STRETCHMARKS 2.4 LOCALIZED ADIPOSITY 2.5 ACNE 2.6 DRY SKIN 3. SCIENTIFIC RESULTS 3.1 EVALUTION OF ANTIWRINKLE AND ANTIAGEING RESULTS 3.2 EVALUTION OF THE BEAUTY VIBRO PLATE RESULTS 4. TREATMENTS/PROTOCOLS COLLAGEN BODYWAVE ANTI- WRINKLES / ANTIAGE SHIMMERING / WELLBEING ANTI- CELLULITE RESHAPING / SLIMMING TONING COLLAGEN BODYWAVE COMBINED WITH OTHER TECHNOLOGIES COLLAGEN BODYWAVE + CAVITATION COLLAGEN BODYWAVE + RADIOFREQUENCY COLLAGEN BODYWAVE + PRESSURETHERAPY COLLAGEN BODYWAVE + SOLARIUM COLLAGEN BODYWAVE COMBINED WITH SPECIFIC TREATMENTS COLLAGEN BODYWAVE + SPECIFIC FACE TREATMENT COLLAGEN BODYWAVE + SPECIFIC BODY TREATMENT 5. CUSTOMER SERVICE 5.1 TELEPHONE COMMUNICATION 5.2 INSALON SALES EDUCATION OF TREATMENT 5.3 FIVE RECOMMENDATIONS FOR OPTIMAL USE OF TREATMENTS WITH 42 COLLAGENE BODYWAVE HOW TO COMMUNICATE WITH CLIENTS OVER THE PHONE FIRST APPROACH WITH NEW CLIENTS THE USE OF PRODUCTS AND THEIR SIGNIFICANCE DIETARY RECCOMENDATION PRECAUTIONS 6. TESTIMONIALS 7. F.A.Q. 8. DICTIONARY 5

6 1. DESCRIPTION 1.1 THE SKIN The skin is made up of the Epidermis, dermis and subcutaneous tissue. The epidermis is the outer protective layer of the skin. The dermis supports the epidermis and therefore is responsible for the firmness thanks to collagen that determines the strength and the tone of the skin, elastin guarantees elasticity and the subcutaneous tissue is the third layer of the skin consisting mainly of fat cells acting as a cushion and energy reserve. THE COLLAGENE Collagen is the most important structural fibrous protein in the skin keeping it smooth. It is found abundantly throughout the body. Collagen is produced by fibroblasts which are fundamental cells in the connective tissue. With the passing of time the physiological disposition of the collagen diminishes consequently causing loss of tissue firmness. From years of age there is a thickening of the stratum corneum of the epidermis (the skins top layer) while the dermis in time becomes thinner. This happens because the supportive functions carried out by collagen gradually lessens. The results are partial sagging of the tissue which results in loss of tone and firmness. What result? A partial "collapse" of tissue, which looks less compact and tonic. A robust and compact dermis, thanks to collagen and elastic fibres means young skin and lack of wrinkles. Wrinkles are caused by skin natural aging process. Cellular renewal becomes harder with ageing turning the skin thicker and drier, the dermis less toned due to a decrease of collagen and elastin, ineffective cutaneous circulation with inadequate sprinkling of skin layers. 6

7 1.2 TECHNOLOGY USED Scientific research, in the anti-ageing field has come along way bringing solutions that are much more effective and a lot less invasive. The approach has therefore changed towards anti-ageing: no longer total perfection giving the appearance of an unnatural look, but a true and proper correction of the signs of ageing resulting in a more natural look. The Collagen BodyWave emits a selective red light at 633 nm. The technology by which the effectiveness is based on and the functionality of the 42 collagen BodyWave is defined by photobiostimulation at a specific wave length in this case a 633 nm. The photobistimulation is based on a physiological response of the body to light stimulation. 1.3 LIGHT THERAPY At 633 nm the emitted light is red, and is a component of the solar spectrum. The light at 633 nm is therefore, naturally found in the solar spectrum, in order for the skin to receive its benefits, the technology developed by Quadra Medical has intensified its concentration. The Division R&D has developed a new type of tube capable of totally reducing the emission of UVA & UVB rays and also the infrared rays. Through these emitters the light at 633 nm emitted is increased by 50% compared to other tubes present on the market which means the results on the skin cannot be compared.. Numerous studies show that red light is absorbed by cellular mitocondri that stimulates the production of ATP (an energy reserve molecule) with the strengthening of cellular activity and increased cells vitality. Red light 633nm is absorbed by fibroblasts consequently increasing synthesis of new collagen. It is possible with the technology proposed by the Collagen BodyWave for the wave length to stimulate the proliferation of certain cells in the dermis and the production of collagen the protein responsible for the skin s firmness. 7

8 The results are evident even from the study of the 42 collagen BodyWave device, conducted in collaboration with the University of Pavia (SEE 3.1 EVALUATION OF ANTI-AGE WRINKLE AND ANTI-AGING EFFICACY). FIBROBLASTS Mitochondrions FIBROBLASTS 633 nm light absorption ATP production ATP = ENERGY Collagen Production Increase Through the light therapy a biological response is stimulated without the increase of temperature and without the over transmission of energy that could cause damage to the tissue, contrary to the laser, radio frequency and pulsating light that work with elevated power per cm2 with the increase in temperature, that produces selective photothermolysis LIGHT ACTIVATOR 633 Light Activator is a spray lotion that increases the absorption of the light 633nm. The lotion is for professional use and application prior to the collagen Body Wave session is highly recommended. With the technology proposed by the individualized wave length 633 is able to stimulate the proliferation of certain key cells of the dermis and the production of collagen the protein responsible for the firmness of the skin. The development of 633 light Activator favours the absorption of light 633 nm. In fact the application of the product before each session on the face, neck, décolleté and also on the entire body in conjunction with light 633nm offers a superior absorption of the activated light and consequently of the production of collagen. 633 Light Activator combined with the light therapy guarantees a natural way of diminishing wrinkles, improving the smoothness and vitality encouraging elastin and collagen production. DIRECTIONS: on clear skin, spray 20 cm away from the face, neck, décolleté areas body where there are visible signs of ageing before every phototherapy 633nm session. 1.5 BEAUTY VIBRO PLATE PLUS Beauty Vibro Plate PLUS is as the name suggests a new generation pulsating vibration plate. The plate alternates between working time with resting time, just like a workout at the gym for better results. From the pulsating vibration plate of the oscillation Beauty Vibro Plate plus bone structures are strengthened, the burning of calories is increased, the central and peripheral nervous system is stimulated, there is an increase in the secretion of certain important hormones. The oscillating programs are 3:. Anticellulite (Anticell). Slimming (Slim). Toning (Toning) The vibro oscillating plates helps to achieve a balanced body on the inside and a beautiful one on the outside. 8

9 2. IMPERFECTIONS 2.1 AGEING SKIN (WRINKLES)) In your thirties the skin begins to change. Progressively the protective barrier weakens, the cells metabolic process slows down and the skin loses hydration becoming loose. This happens because the supportive function of collagen gradually diminishes. What s the result? Partial sagging of the tissues, the skin appears less dense and less firm resulting in the formation of wrinkles. A wrinkle is in fact a crease on the surface of the skin. 2.2 CELLULITE Cellulite in medical terms pannicolopatia edemato-fibrosclerotica indicates an altered condition of the subcutaneous tissue which is full of adipose cells. It is found under the skin and is categorised by hypertrophy of adipose cells where fluids accumulate between the intracellular spaces (residues from the biochemical s process of the body). The balance of the lymphatic and venous system (lymph is a fluid that collects waste materials from the body which flows in the blood vessels) is modified with the slowing down of the blood flow and fluid retention in the tissues. 2.3 STRETCHMARKS Stretch marks are scars which manifest on the skin, due to the breaking of the elastin fibres of the dermis. At the early stages they are red in appearance but lighten in time, becoming white and shiny. The abdomen, breasts, buttocks, hips and thighs are the areas more prone to stretch marks. They appear when there are changes in the body during adolescence, pregnancy, weight gain after dieting or increase of muscular mass. 2.4 LOCALISED ADIPOSITY Localized adiposity is accumulated fat(adipose tissue) usually such fat deposits are found on the hips, buttocks and the abdominal area. It is a real challenge trying to reduce or eliminate this problem. 2.5 ACNE Acne is a more common skin condition caused by hormones. It occurs primarily during adolescence (acne vulgaris or simplex). Acne vulgaris that affects 80% of people between the age of 11 and 30 is probably caused by the excessive function of the subacees glands. In the seborrhea and over production of sebum causes on excessive amount of lipofilica component of the idrolipidic film. The areas more at risk are the face, chest, shoulders and back due to fact that these have more sebaceous glands. 2.6 DRY SKIN Dehydrated skin is categorized by a low moisture content when this level in the stratum corneum is below 8 1-% the skin becomes less firm, its protective function is reduced, the loss of moisture increases and therefore becomes dry, rough and chapped. 9

10 3. SCIENTIFIC RESULTS 3.1 EVALUATION OF THE ANTI-WRINKLE AND THE ANTI-AGEING EFFICACY The study has been carried out at the FARCODERM in collaboration with the UNIVERSITY STUDIES OF PAVIA. Reporting the summary from the clinical study by the instrumental title: Evaluation of the anti wrinkle anti-ageing efficacy of a cosmetic treatment for the facial skin utilizing the device PURPOSE OF THE STUDY The study consents the evaluation of the ANTI-WRINKLE and ANTI-AGEING efficacy of an aesthetic body treatment with the 42 COLLAGEN BODYWAVE device. The following skins parameters were measured: skin hydration; skin elasticity; skins prophylometria; clinical evaluation, ratings. METHOD DESCRIPTION The study is carried out as follows: 20 female participants between the ages of showing signs of skin ageing are divided into two(2) groups: o GROUP A - 10 female subjects are submitted to a cosmetics treatment with the device object of study, without the use of any cosmetics products; o GROUP B - the other 10 subjects are submitted to the cosmetics treatment with the device object of study in conjunction with Vita skin booster elixir and vita skin booster cream on the face. exposure of the subjects participating in the radiation of the red light (1=633 nm) inside the 42 COLLAGEN BODYWAVE device. The treatment consists of 3 sessions a week for 8 weeks. Each session last 15 minutes. evaluation of the instrumental clinical parameters of interest after 4 weeks of treatment (after 12 sessions) and after 8 weeks of treatment (after 24 sessions). The subject of evaluation is the facial skin. 10

11 RESULTS OF THE INSTRUMENTAL EVALUATIONS All of clinical/instrumental parameters evaluated, skin moisturizing, skin elasticity, skin smoothness, skin wrinkleless and skin volume, have underline a very good improvement after the full treatment by 42 COLLAGEN BODYWAVE in association with the cosmetics products VITA SKIN BOOSTER ELIXIR e VITA SKIN BOOSTER CREAM.. The graphs below show the various instrumental parameters in the 3 evaluation stages starting points(t0) after 4 weeks(t4) and after 8 weeks of the treatment (T8) Compared to the initial condition all the scales of values show a significant highly positive variation highlighted by asterisks in the graphics below: GRAFICI RELATIVI AI VARI PARAMETRI STRUMENTALI 11

12 RESULTS OF SUBJECTIVE EVALUATION: 100% SATISFACTION OF TESTED PEOPLE 95% 95% 95% 95% 100% 100% 80% 60% 40% 20% 0% Skin more compact Skin more elastic Skin more smooth Less evident wrinkles Skin more bright Face more remodelled Serie1 95% 95% 95% 95% 100% 100% All people tested expressed a extremely positive opinion regarding the improvement of skin compactness, skin elasticity, skin smoothness and regarding the reduction of skin wrinkle. 100% of the subject indicated that their skin is brighter and their face reshaped and younger. 30% 20% OVERALL SATISFACTION 30% 25% 25% 20% 10% 0% Excellent Very Good Good Fairly Good Serie1 30% 25% 25% 20% The final satisfaction of the all subject at the end of the treatments express in terms of judgment a very good value: - 30% EXCELLENT - 25% VERY GOOD - 25% GOOD - 20 % FAIRLY GOOD 12

13 VISUAL RESULTS The visioscan images show the skin s texture before and after the treatment with 42 COLLAGEN BODYWAVE in conjunction with the use of the VITA SKIN BOOSTER ELIXIR and VITA SKIN BOOSTER CREAM. T0 shows the beginning of the treatment and T8 the image after 8 weeks of treatment. As it is noticeable the skin appears a lot smoother wrinkles are softened. The digital images show how the treatment with 42 COLLAGEN BODYWAVE in conjunction with the use of SKIN BOOSTER ELIXIR and VITA SKIN BOOSTER CREAM has the effect in the visible reduction of lines and wrinkles; having an overall improvement of the facial skin appearing smoother more dense and luminous. (Before the treatment) (After 8 weeks of treatment) (Before the treatment) (After 8 weeks of treatmnent) 13

14 CONCLUSIONS The instrumental and clinical data show the efficacy of both treatments (group A: 42 COLLAGEN BODYWAVE and group B: 42 COLLAGEN BODYWAVE in association with VITA SKIN BOOSTER ELIXIR E VITA SKIN BOOSTER CREAM) in the improvement of the skin trophism as showed by the improvement in skin moisturization and elasticity. The skin appears more compact and the wrinkles are attenuated. The efficacy of the treatment in the skin wrinkledness is confirmed by the subjects participating in the study (GROUP A and GROUP B) that have judged it good. The skin appearance is improved after the treatment: skin appears more compact and brighter. OTHER CONSIDERATIONS No other anti-ageing machine currently on the market has such a complete and thorough recognised scientific study conducted by a well known structured organisation that is Farcoderm with the collaboration of the University of Pavia. No other anti-ageing machine currently on the market has shown such positive visible results. o From the instrumental analysis o From the perception of the participants of the study o From the judgment of the dermatologist that examined all the participants of the study o From the visible photo All the subjects described the treatment as pleasant and the commitment required for all the sessions is considered adequate seeing the results obtained and the level of satisfaction reached at the end of the actual treatment. All subjects were impressed by the innovative technology which is the characteristic of the 42 Collagen BodyWave machine. The study shows the non invasiveness of the treatment without any side effects during or after the treatment all 20 people carried out the treatment. One and only machine currently on the market able to give a total body anti-ageing and slimming treatment in one session without the need of any outside operator. Works in an efficient way on wrinkles, on the face, décolleté, hands feet and stretch marks. 14

15 3.2 EVALUATION OF THE EFFICACY OF THE BEAUTY VIBRO PLATE PLUS Scientific and experimental testing demonstrated that the vibrating plates, in particular the BEAUTY VIBRO PLATE PLUS with pulsating vibration is extremely efficient in giving: increased peripheral micro-circulation improved lymphatic drainage oxygenating and revitalising of the connective tissue strengthening of the bone structure increased secretions of some important hormones increased metabolism and the burning of calories stimulation to the central and peripheral nervous system There are 3 procedures in the treatment: Anticell, Slimming and Toning. They are sessions of oscillating pulsating frequency. ANTICELL From the very first exercise the vibrations at low pulsating frequency emitted by the oscillating plate guarantee: a feeling of wellbeing thanks to the messaging effect to the spinal cord and large muscle groups an increase of the peripheral microcirculation an effective treatment to combat cellulite SLIMMING The vibrations medium pulsating frequency emitted by the oscillating plate give: a physical workout will consequent calorie burning a slimming workout specifically for buttocks and thighs an increase of the basal metabolism which contributes to the breaking down of accumulated adipose fat. TONING The vibrations at a more elevated pulsating frequency emitted by the oscillating plate allows: a more rapid muscle use increased strength toned and reenergised feeling intense workout a better blood circulation 15

16 4. TREATMENTS/PROTOCOLS COLLAGEN BODYWAVE COLLAGEN BODYWAVE COMBINING OTHER TECHNOLOGIES COLLAGEN BODYWAVE COMBINING SPECIFIC TREATMENTS COLLAGEN BODY WAVE ANTI WRINKLES /ANTIAGE An intense treatment for skin that is dehydrated, dull and has lines and wrinkles where there are noticeable signs of ageing, and with the ANTI-WRINKLE/ANTI-AGE treatment there is an evident reduction in the texture of the skin and the depth of the lines and wrinkles, for a younger looking skin. When talking skin ageing one refers to a classification distinguishing four(4) types, each presenting specific and singular characteristics. Wrinkles, in fact just as other signs of ageing do not share the same origin. Mio-ageing The constant muscles movement causes repeated contracting and relaxing of the underlining dermis. With the passing of time the facial expressions become visible showing the first signs of ageing. Chronological ageing From the age of as consequence of a series of programmed genetic alterations tide to the three cutaneous layers, the support cushion of the skin gives in and both collagen and elastin are degraded. Skin is less firm and there is the appearance of lines and wrinkles. Hormonal ageing With the slowing down of hormonal activity around the age of fifty(50) the skin encounters ulterior alterations: loss of density, dryness and loss of firmness. The link between the connection dermo-epidermes becomes less strong. Photo-ageing Is not connected to any particular age group but more to a life style that aggravates and accelerates the signs of chronological ageing. The sun, in fact degrades cell renewal and causes an irregular production of melanin.. (Before the treatment) (After 8 weeks of treatment) (Before the treatment) (After 8 weeks of treatmnent) 16

17 TREATMENT ANTI WRINKLES / ANTI AGE SOFTENING OF WRINKLES - 20,2% INCREASED HYDRATATION + 24,7% INCREASE FIRMNESS OF THE SKIN + 10,3% NUMBER OF SESSIONS DURATION OF SESSION RECOMMENDED PRICE 3 SESSIONS WEEKLY PER 6/8 WEEKS TOT 18/24 SESSIONS 15 MINUTES 18 SESSIONS: 360,00 24 SESSIONS: 480,00 COSMETIC PRODUCTS * 633 LIGHT ACTIVATOR PROFESSIONAL USE ONLY SPRAY LOTION. HELPS THE PENETRATION OF THE RED LIGHT 633NM FAVOURING THE STIMULATION OF COLLAGEN. APPLY ON THE FACE, NECK,DECOLLETE AND THE WHOLE BODY PRIOR TO EACH 42 COLLAGEN BODYWAVE SESSION. VITA SKIN BOOSTER CREAM BOOSTER SYSTEM. INTENSE RESTRUCTURING CREAM CREATED FOR SPECIFIC NEEDS IN THE TREATMENT OF ANTI-AGEING AND INTENSE HYDRATION WITH 42 COLLAGEN BODYWAVE. USE EVERYDAY MORNING AND NIGHT. VITA SKIN BOOSTER ELIXIR INTENSE REVITALISATION LOTION. A LIFTING LOTION FOR DAILY USE REVITALISING AND ILLUMINATING CREATED TO ADDRESS SPECIFIC TREATMENT NEEDS WITH 42 COLLAGEN BODYWAVE. USE EVERYDAY MORNING AND NIGHT. * The use of cosmetics is highly recommended because they were developed specifically for use with and activity is enhanced and facilitated by light at 633nm, thanks to a cocktail of active innovative and exclusive. 17

18 Example of protocol: ANTI WRINKLE / ANTI AGE Duration of sessions Number of sessions: Maintenance: EXAMPLE Example weekly articulation treatments 6 weeks Following weeks Price of 6 weeks package Price for single session EXAMPLE Example weekly articulation treatments 8 weeks Following weeks Price for 8 weeks package Price for single session 15 minutes with (light therapy + Vibro Plate plus program) 3 weekly sessions with For 6/8 weeks 1 weekly session with A 50 years old client with expression lines and wrinkles wanting to tone her legs.* Tuesday: 15 min: light therapy + Vibro Plate plus Toning program) Wednesday: 15 min: light therapy + Vibro Plate plus Toning program) Friday: 15 min: light therapy + Vibro Plate plus Toning program) Vita Skin Booster Elixir e Vita Skin Booster Cream applied daily 1 session 15 min: light therapy + Vibro Plate plus Toning program) 18 sessions : 18 x 20,00 Total 360.,00 (15 min: light therapy + Vibro Plate plus Toning program): 20,00 A 65 years old client with visible deep wrinkles dry dehydrated skin, cellulite on thighs* Tuesday: 15 min: light therapy + Vibro Plate plus Anticell program) Wednesday: 15 min: light therapy + Vibro Plate plus Anticell program) Friday: 15 min: light therapy + Vibro Plate plus Anticell program) Vita Skin Booster Elixir e Vita Skin Booster Cream applied daily 1 session 15 min: light therapy + Vibro Plate plus Anticell program) 24 sessions with = 24 x 20,00 Total 480,00 (15 min: light therapy + Vibro Plate plus Anticell program): 20,00 * If the client is unable to use the vibrating plate for particular reasons the light treatment can be used instead 18

19 4.1.2 ILLUMINATING / WELLBEING A less intense treatment prevents the first signs of ageing noticeably improving hydration and firmness of the skin. Deep cleansing removing blackheads and pimples, reducing acne. The skin is more luminous and firm. People who have followed the treatment have found an improvement in the skin s color and luminosity. 19

20 TREATMENT ILLUMINATING / WELLBEING REDUCTION IN DEPTH OF WRINKLES - 19,7% INCREASED HYDRATION + 19,3% INCREASED SKIN ELASTICITY + 8,2% NUMERB OF SESSIONS DURATION OF SESSION RECOMMENDED PRICE 2 SESSIONS WEEKLY PER 4/6 WEEKS TOT 8/12 SESSIONS 15 MINUTES 8 SESSIONS: 160,00 12 SESSIONS: 240,00 COSMETIC PRODUCTS * 633 LIGHT ACTIVATOR PROFESSIONAL USE ONLY SPRAY LOTION.HELPS THE PENETRATION OF THE RED LIGHT 633NM FAVOURING THE STIMULATION OF COLLAGEN. APPLY ON THE FACE, NECK,DECOLLETE AND THE WHOLE BODY PRIOR TO EACH 42 COLLAGEN BODYWAVE SESSION. VITA SKIN BOOSTER CREAM VITA SKIN BOOSTER ELIXIR (OPTIONAL) BOOSTER SYSTEM. INTENSE RESTRUCTURING CREAM CREATED FOR SPECIFIC NEEDS IN THE TREATMENT OF ANTI-AGEING AND INTENSE HYDRATION WITH 42 COLLAGEN BODYWAVE. USE EVERYDAY MORNING AND NIGHT. INTENSE REVITALISATION LOTION. A LIFTING LOTION FOR DAILY USE REVITALISING AND ILLUMINATING CREATED TO ADDRESS SPECIFIC TREATMENT NEEDS WITH 42 COLLAGEN BODYWAVE. USE EVERYDAY MORNING AND NIGHT. * The use of cosmetics is highly recommended because they were developed specifically for use with and activity is enhanced and facilitated by light at 633nm, thanks to a cocktail of active innovative and exclusive. 20

21 Example of protocol: ILLUMINATING/ WELLBEING Duration of sessions: Number of sessions: Maintenance: EXAMPLE Example weekly articulation treatments 4 weeks Following weeks Price of 4 weeks package Price for single session EXAMPLE Example weekly articulation treatments 6 weeks Following weeks Price of 6 weeks package Price for single session 15 minutes with (light therapy + Vibro Plate plus program) 2 weekly sessions with For 4/6 weeks 1 weekly session with A 30 years old client, after a considerable amount of weight loss. The skin shows loss of firmness and sagging. Wanting to improve skin firmness and tone of legs and buttocks.* Tuesday: 15 min: light therapy + Vibro Plate plus Toning program) Thursday: 15 min: light therapy + Vibro Plate plus Toning program) Vita Skin Booster Elixir e Vita Skin Booster Cream applied daily if the client desires 1 session 15 min: light therapy + Vibro Plate plus Toning program) 8 sessions = 8 x 20 Total 160 (15 min: light therapy + Vibro Plate plus Toning program): 20 A 35 years old client with fine lines blackheads and blemishes on his or her back wants to take advantage of the remodeling treatment.* Tuesday: 15 min: light therapy + Vibro Plate plus Slimming program) Thursday: 15 min: light therapy + Vibro Plate plus Slimming program) Vita Skin Booster Elixir e Vita Skin Booster Cream applied daily if the client desires 1 session 15 min: light therapy + Vibro Plate plus Slimming program) 12 session = 24 x 20,00 Total 240,00 (15 min: light therapy + Vibro Plate plus Slimming program): 20,00 * If the client is unable to use the vibrating plate for particular reasons the light treatment can be used instead 21

22 4.1.3 ANTI CELLULITE The anticell treatment from the Beauty Vibro Plate PLUS shows from the very first moments of the exercise: a feeling of well-being thanks to the back massage and of other muscles increased peripheral microcirculation improvement of the lymphatic drainage an effective treatment for combating cellulite The vibrations low pulsating frequency emitted from the plate guarantee a massaging effect and increased circulation which help combat cellulite. For more visible results it is advised to follow a controlled diet.. 22

23 TREATMENT ANTI CELLULITE DECREASE IMPERFECTIONS -90,2% * SKIN FIRM 84,7% * FIRMER SKIN 93,6% * NUMBER OF SESSIONS DURATION OF SESSION RECOMMENDED PRICE 2 SESSIONS WEEKLY PER 4/6 WEEKS TOT 8/12 SESSIONS 15 MINUTES 8 SESSIONS: 120,00 12 SESSIONS: 180,00 COSMETIC PRODUCTS ** 633 LIGHT ACTIVATOR PROFESSIONAL USE ONLY SPRAY LOTION HELPS THE PENETRATION OF THE RED LIGHT 633NM FAVOURING THE STIMULATION OF COLLAGEN. APPLY ON THE FACE, NECK,DECOLLETE AND THE WHOLE BODY PRIOR TO EACH 42 COLLAGEN BODYWAVE SESSION. DEEP KINETICELL COADJUVATING CRACLING MOUSSE IN THE TREATMENT OF IMPERFECTIONS SUCH AS CELLULITE AND SKIN FIRMING MAKES THE MOST OF THREE IMPORTANT ASPECTS: 12 NATURAL ACTIVE PRINCIPALS, A UNIQUE FORMULATION(CRACKLING MOUSSE) AND INNOVATIVE RELEASE ACTION OF THE ACTIVE INGREDIENTS(NANOSPHERE) FOR UNEQUALED RESULTS. APPLY MORNING AND NIGHT. PINK ANGEL SHAPING, FIRMING AND ANTI-AGE TREATMENT. IT SMOOTHES THE SKIN AND MAKES IT DIVINELY VELVETY, WHILE REDEFINING SILOUETTE CONTOURS. THIS BODY TREATMENT IS EFFECTIVE ON TWO LEVELS: UNBLOCKS AND MOVES THE LIPIDIS UNTIL THEIR REDUCTION THANKS TO THE IMMEDIATE TENSOR EFFECT, IT GIVES CONSISTENCE, TIGHTNESS AND ELASTICITY TO THE SKIN. ENRICHED WITH GOLDEN-EFFECT POWDER, PINK ANGEL PROVIDES SKIN WITH UNIFORMITY AND BRIGHTNESS. * Percentage of satisfy clients that have undergone treatment. ** The use of the skin care products is highly recommended in order to optimize results. 23

24 Example of protocol: ANTI CELLULITE Duration of sessions: Number of sessions: Maintenance: EXAMPLE Example weekly articulation treatments 4 / 6 weeks Following weeks Price of 4 weeks package Price of 6 weeks package Price for single session 15 minutes with (Vibro Plate plus program Anticell or Light therapy + Vibro Plate plus Anticell program) 2 weekly sessions with For 4/6 weeks 1 weekly session with A 25 years old client, with localised adiposity and signs of cellulite on inner and over thighs wanting correct the problem Tuesday: 15 min: light therapy + Vibro Plate plus Anticell program) Thursday: (15 min: Vibro Plate plus Anticell program) Deep Kineticell daily applied 1 sessions (15 min: Vibro Plate plus Anticell program) 4 sessions : 4 x 20 = 80 4 sessions Vibro Plate plus : 4 x 10 = 40 Total sessions : 6 x 20 = sessions Vibro Plate plus : 6 x 10 = 60 Total 180 (15 min: Vibro Plate plus Anticell program)) : 10 (15 min: Light therapy + Vibro Plate plus Anticell program): 20 24

25 4.1.4 RESHAPING / SLIMMING The slimming treatment of the vibrating plate Beauty Vibro Plate PLUS thanks to the medium pulsating frequency emitted and the oscillating plate allows: a workout increasing calorie burning a specific slimming workout for legs and buttocks an increase of the basal metabolism contributing to the reduction of adipose deposits The oscillation hinders the fat deposits and stagnating fluids mobilizing them, acting rapidly and efficiently on the visible appearance. Even the less active are able to reach their slimming goals in a short period of time. For more visible results it is advised to follow a controlled diet. 25

26 TREATMENT RESHAPING / SLIMMING DECREASED THIGH CIRCUMFERENCE -1,8cm * FIRMER SKIN 91,7% * WEIGHT REDUCTION -1,8Kg * NUMBER OF SESSIONS DURATION OF SESSION RECOMMENDED PRICE 2 SESSIONS WEEKLY FOR 4/6 WEEKS TOT. 8/12 SESSIONS 15 MINUTES 8 SESSIONS: 120,00 12 SESSIONS: 180,00 COSMETIC PRODUCTS ** 633 LIGHT ACTIVATOR PROFESSIONAL USE ONLY SPRAY LOTION HELPS THE PENETRATION OF THE RED LIGHT 633NM FAVOURING THE STIMULATION OF COLLAGEN. APPLY ON THE FACE, NECK,DECOLLETE AND THE WHOLE BODY PRIOR TO EACH 42 COLLAGEN BODYWAVE SESSION. DEEP KINETICELL COADJUVATING CRACLING MOUSSE IN THE TREATMENT OF IMPERFECTIONS SUCH AS CELLULITE AND SKIN FIRMING MAKES THE MOST OF THREE IMPORTANT ASPECTS: 12 NATURAL ACTIVE PRINCIPALS, A UNIQUE FORMULATION (CRACKLING MOUSSE) AND INNOVATIVE RELEASE ACTION OF THE ACTIVE INGREDIENTS(NANOSPHERE) FOR UNEQUALED RESULTS. APPLY MORNING AND NIGHT. PINK ANGEL SHAPING, FIRMING AND ANTI-AGE TREATMENT. IT SMOOTHES THE SKIN AND MAKES IT DIVINELY VELVETY, WHILE REDEFINING SILOUETTE CONTOURS. THIS BODY TREATMENT IS EFFECTIVE ON TWO LEVELS: UNBLOCKS AND MOVES THE LIPIDIS UNTIL THEIR REDUCTION THANKS TO THE IMMEDIATE TENSOR EFFECT, IT GIVES CONSISTENCE, TIGHTNESS AND ELASTICITY TO THE SKIN. ENRICHED WITH GOLDEN-EFFECT POWDER. *Percentage of satisfy clients that have undergone treatment. ** The use of the skin care products is highly recommended in order to optimize results. 26

27 Example of protocol: RESHAPING / SLIMMING Duration of sessions: Number of sessions: Maintenance: EXAMPLE Example weekly articulation treatments 4/6 weeks Following weeks Price for 4 weeks package Price for 6 weeks package Price for single session 15 minutes with (Vibro Plate plus Slimming program or Light therapy + Vibro Plate plus Slimming program) 2 weekly sessions with For 4/6 weeks 1 weekly session with A 30 years old client with localised adiposity (fat) on the hips and thighs and signs of cellulite. Wanting to reduce these imperfections. Tuesday: 15 min: light therapy + Vibro Plate plus Slimming program) Thursday: (15 min: Vibro Plate plus Slimming program) Deep Kineticell daily applied. 1 sessions (15 min: Vibro Plate plus Slimming program) 4 sessions : 4 x 20,00 4 sessions Vibro Plate plus : 4 x 10,00 Total 120,00 6 sessions : 6 x 20,00 6 sessions Vibro Plate plus : 6 x 10,00 Total 180,00 (15 min: Vibro Plate plus Slimming program) : 10,00 (15 min: Light therapy + Vibro Plate plus Slimming program): 20,00 27

28 4.1.5 TONING The toning treatment of the vibrating plate Beauty Vibro Plate PLUS, thanks to the vibrations of the more elevated pulsating frequency emitted by the plate: muscles react faster strength is increased a feeling of a more toned body intense workout improved blood circulation The workout stimulates the chemical functions of the muscle rendering it visibly toned and more defined. 28

29 TREATAMENT TONING INCREASED MUSCULAR MASS 40,2% * INCREASED FIRMNESS 92,1% * INCREASED SKIN ELASTICITY 90,3% * NUMBER OF SESSIONS DURATION OF SESSION RECOMMENDED PRICE 2 SESSIONS WEEKLY FOR 4/6 WEEKS TOT. 8/12 SESSIONS 15 MINUTES 8 SESSIONS: 120,00 12 SESSIONS: 180,00 COSMETIC PRODUCTS** 633 LIGHT ACTIVATOR PROFESSIONAL USE ONLY SPRAY LOTION HELPS THE PENETRATION OF THE RED LIGHT 633NM FAVOURING THE STIMULATION OF COLLAGEN. APPLY ON THE FACE, NECK,DECOLLETE AND THE WHOLE BODY PRIOR TO EACH 42 COLLAGEN BODYWAVE SESSION. DEEP KINETICELL COADJUVATING CRACLING MOUSSE IN THE TREATMENT OF IMPERFECTIONS SUCH AS CELLULITE AND SKIN FIRMING MAKES THE MOST OF THREE IMPORTANT ASPECTS: 12 NATURAL ACTIVE PRINCIPALS, A UNIQUE FORMULATION (CRACKLING MOUSSE) AND INNOVATIVE RELEASE ACTION OF THE ACTIVE INGREDIENTS(NANOSPHERE) FOR UNEQUALED RESULTS. APPLY MORNING AND NIGHT. PINK ANGEL SHAPING, FIRMING AND ANTI-AGE TREATMENT. IT SMOOTHES THE SKIN AND MAKES IT DIVINELY VELVETY, WHILE REDEFINING SILOUETTE CONTOURS. THIS BODY TREATMENT IS EFFECTIVE ON TWO LEVELS: UNBLOCKS AND MOVES THE LIPIDIS UNTIL THEIR REDUCTION THANKS TO THE IMMEDIATE TENSOR EFFECT, IT GIVES CONSISTENCE, TIGHTNESS AND ELASTICITY TO THE SKIN. ENRICHED WITH GOLDEN-EFFECT POWDER. *Percentage of satisfy clients that have undergone treatment. ** The use of the skin care products is highly recommended in order to optimize results. 29

30 Example of protocol: TONING Duration of sessions: Number of sessions: Maintenance: EXAMPLE Example weekly articulation treatments 4/6 weeks Following weeks Price of 4 weeks package Price for 6 weeks package Price for single session 15 minutes with (Vibro Plate plus Toning program or Light therapy + Vibro Plate plus Toning program) 2 weekly sessions with for 4/6 weeks 1 weekly session with A 30 years old client, after a considerable amount of weight loss, the skin shows loss of firmness and sagging. Wanting to improve skin firmness and tone of less and buttocks Tuesday: 15 min: light Therapy + Vibro Plate plus Toning program) Thursday: (15 min: Vibro Plate plus Toning program) Deep Kineticell daily applied 1 session (15 min: Vibro Plate plus Toning program) 4 sessions : 4 x 20,00 4 sessions Vibro Plate plus : 4 x 10,00 Total 120,00 6 sessions : 6 x 20,00 6 sessions Vibro Plate plus : 6 x 10,00 Total 180,00 (15 min: Vibro Plate plus Toning program) : 10,00 (15 min: light therapy+ Vibro Plate plus Toning program): 20,00 30

31 COLLAGEN BODYWAVE COMBINED WITH OTHER TECHNOLOGIES COLLAGEN BODYWAVE + CAVITATION What are the benefits of containing the with the ultrasonic cavitation? - the action contributes to the progressive reshaping of the body s contours - maintains skin elasticity - reactivates peripheral circulation - drains stagnating fluids(with the cavitation treatments it is necessary to apply draining massage techniques in order to allow a favorable breakdown of the fat and sessions with the used at intervals) - treatments with improves tissue hydration promoting the cavitation process - represents the ideal maintenance program for the achieved results(include sessions of in the package of treatments in order to maximize the result. Ideal for a once a week maintenance plan to be suggested to the client - the frequent salon visits are guaranteed when maintaining the clients results with the weekly sessions. 31

32 Example of protocol: CAVITATION + 42 COLLAGEN BODYWAVE Localized adiposity areas Duration of each session: Number of sessions: Maintenance: CAVITATION 20 minutes for small areas (15/20 cm; as. Buttocks ) or low adiposity 30 minutes per heavy areas (25/30 cm; ex. thigh) or heavy adiposity CAVITATION 3/4 sessions per areas; max 2 weekly sessions 2/3 days a part 42 COLLAGEN BODYWAVE 15 minutes (light therapy+ Vibro Plate plus ) 15 minutes (light therapy + Vibro Plate plus ) 42 COLLAGEN BODYWAVE 2/3 weekly sessions 42 COLLAGEN BODYWAVE 1 weekly session EXAMPLE Example weekly articulation treatments 3/4 weeks Following weeks Price of 3 weeks package Price of 4 weeks package Price for single session Client wanting to treat two areas : outer thigh left and right Tuesday: cavitation (20/30 minutes outer right thigh + ( apply 633 Light Activator + 15 min: light therapy + Vibro Plate plus ) Wednesday: 15 min: light therapy + Vibro Plate plus ) Friday: cavitation (20/30 minutes outer left thigh) + 15 min: light therapy + Vibro Plate plus ) 1 session 15 min: light therapy + Vibro Plate plus ) 6 cavitation sessions = 6 x 80,00 9 sessions = 9 x 20,00 Total 660,00 8 cavitation sessions = 8 x 80,00 9 sessions = 12 x 20,00 Total 880,00 (15 min: light therapy + Vibro Plate plus ): 20,00 32

33 Example of protocol: CAVITATION + 42 COLLAGEN BODYWAVE TOTAL BODY Duration of each session: CAVITATION Partially distributed 30 minutes to all areas (ex. 10 minutes abdomen + 10 minutes right outer thigh + 10 minutes left outer thigh) 42 COLLAGEN BODYWAVE 15 minutes (light therapy + Vibro Plate plus ) Number of sessions: Maintenance: CAVITATION 10 sessions; max 2 weekly session 2/3 days a part 42 COLLAGEN BODYWAVE 2/3 weekly sessions for 5 weeks 42 COLLAGEN BODYWAVE 1 weekly session EXAMPLE Example weekly articulation treatments 5 weeks Following weeks Price for 5 weeks package Price for single session A client having an entire body treatment Tuesday: cavitation (partially distributed 30 minutes to all areas) + 15 min: light therapy + Vibro Plate plus ) Thursday: cavitation (partially distributed 30 minutes to all areas) + 15 min: light therapy + Vibro Plate plus ) 1 session 15 min: light therapy + Vibro Plate plus ) 10 cavitation sessions = 10 x 80,00 10 sessions = 10 x 20,00 Total 1.000,00 (15 min: light therapy + Vibro Plate plus ): 20,00 33

34 COLLAGEN BODYWAVE + RADIOFREQUENCY What are the benefits when combining and radiofrequency in a salon? - strengthens the production of collagen - helps to firm tissues and with the reduction skin s imperfections - improves tissue tone, leaving the skin smooth, toned and younger looking - treats skin s imperfections and open pores - maintains the elasticity at the skin s tissues after weight loss treatments - represents the ideal maintenance plan for achieved results (the introduction of session with in the treatments plan not only maximises results but is ideal as a weekly on going maintenance plan ) - the maintenance of results achieved through weekly sessions with the increases client traffic in the salon.. Example of protocol: RADIOFREQUENCY + 42 COLLAGEN BODYWAVE Duration of each session: Number of sessions: Maintenance: EXAMPLE Example weekly articulation treatments 6/8 weeks RADIOFREQUENCY RADIOFREQUENCY 6/8 sessions; 1 weekly session Tuesday: radiofrequency + 15 min: light therapy + Vibro Plate plus ) Wednesday: 15 min: light therapy + Vibro Plate plus ) 42 COLLAGEN BODYWAVE 15 minutes (light therapy + Vibro Plate plus ) 42 COLLAGEN BODYWAVE 3 weekly sessions for 6/8 weeks 42 COLLAGEN BODYWAVE 1 weekly session Following weeks Treatment plan Friday: 15 min: light therapy + Vibro Plate plus ) 1 session 15 min: light therapy + Vibro Plate plus ) 6 radiofrequency sessions = 6 x 150,00 9 sessions = 18 x 20,00 Total 1.260,00 34

35 COLLAGEN BODYWAVE + PRESSURE THERAPY What are the benefits when combining the with the pressure therapy in the salon? - maintain tissue elasticity even after slimming treatments - combats cellulite - reduces fluid retention - facilitates tissue drainage - represents the ideal maintenance plan of the achieved results (the introduction of sessions with the 42 Collagen BodyWave as part of the treatment plan, not only maximises results is ideal as an ongoing weekly plan. Example of protocol: PRESSURETHERAPY + 42 COLLAGEN BODYWAVE Duration of each session: Number of sessions: Maintenance: EXAMPLE Example weekly articulation treatments 5/6 weeks PRESSURETHERAPY PRESSURETHERAPY 2 weekly sessions Tuesday: pressure therapy + 15 min: light therapy + Vibro Plate plus ) Wednesday: 15 min: light therapy + Vibro Plate plus ) 42 COLLAGEN BODYWAVE 15 minutes (light therapy + Vibro Plate plus ) 42 COLLAGEN BODYWAVE 3 weekly session for 5/6 weeks 42 COLLAGEN BODYWAVE 1 weekly session Following weeks Treatment plan Friday: 15 min: light therapy + Vibro Plate plus ) 1 session 15 min: Light therapy + Vibro Plate plus ) 10 pressure therapy sessions = 10 x 60,00 15 sessions = 15 x 20,00 Total 900,00 35

36 COLLAGEN BODYWAVE + SOLARIUM Rebalancing the correct levels of hydration allows the suntan to last longer giving the skin a natural luminous glow.. 36

37 4.3 COMBINED WITH OTHER SPECIFIC TREATMENTS 42 collagen body wave is an important coadjuvant for achieving the very best result in all specific treatments COLLAGEN BODYWAVE +SPECIFIC FACIAL TREATMENT There are numerous facial treatments available in the beauty salons: purifying / balancing treatment cleansing treatment for skin with pigmentation glowing and firm skin for all skin types advanced treatment, perfectioning and re-texturising advanced firming treatment intense hydrating treatment soothing treatment for sensitive skin advanced essential treatment for young skin anti-ageing treatment The use of combined with each treatment for a whole cycle will maximise benefits. That so pure skin care products have been especially formulated for the combined use the 42 Collagen BodyWave and the 633nm light. All this to maximise and guarantee a positive result thanks to a cocktail of exclusive and active ingredients. Example of protocol: FACIAL TEATMENTS + 42 COLLAGEN BODYWAVE Duration for each session: Number of sessions: Maintenance: EXAMPLE Example weekly articulation treatments 5 weeks Following weeks Treatment plan FACIAL TREATMENTS FACIAL TREATMENTS 4/5 treatments Intensive facial treatments Tuesday: facial treatment + 15 min: light therapy + Vibro Plate plus ) 42 COLLAGEN BODYWAVE 15 minutes (light therapy + Vibro Plate plus ) 42 COLLAGEN BODYWAVE 2 weekly sessions for 5 weeks 42 COLLAGEN BODYWAVE 1 weekly session Thursday: 15 min: light therapy + Vibro Plate plus ) 1 session 15 min: light therapy + Vibro Plate plus ) 5 facial treatments = 5 x 40,00 10 sessions = 10 x 20,00 Total 400,00 37

38 COLLAGEN BODYWAVE + SPECIFIC BODY TREATMENT Numerous are the body treatments that can be utilized in our salons: toning shaping mud treatments wrapping firming treatments anticellulite algae treatments body exfoliating anticellulite treatments massages Each of these treatments benefits are maximised when combined with the use of a cycle session of 42 Collagen BodyWave. Because the microcirculation is activated the active ingredients penetrate more easily giving better results in shorter periods of time it is highly recommended for optimal result the use of pure body skincare range. Example of protocol: BODY TREATMENTS + 42 COLLAGEN BODYWAVE Duration for each session: Number of sessions: Maintenance: EXAMPLE Example weekly articulation treatments 5 weeks Following weeks Treatment plan BODY TREATMENTS TRATTAMENTI CORPO 4/5 treatments 42 COLLAGEN BODYWAVE 15 minutes (light therapy + Vibro Plate plus ) 42 COLLAGEN BODYWAVE 2 weekly sessions for 4/5 weeks 42 COLLAGEN BODYWAVE 1 weekly session Intensive facial treatments Tuesday: body treatment + 15 min: light therapy + Vibro Plate plus ) Thursday: 15 min: light therapy + Vibro Plate plus ) 1 session 15 min: light therapy + Vibro Plate plus ) 5 facial treatment = 5 x 45,00 10 sessions = 10 x 20,00 Total 425,00 38

39 5. CUSTOMER SERVICE 5.1. TELEPHONE CONVERSATION The telephone is a very common way of communication. It should be considered as one of the most important action tools at your disposal. In some cases it could be the only way of acquiring potential new clients. INCONVENIENT THINGS THAT CAN OCCOUR THROUGH THE USE OF THE PHONE do not express your own personality over the phone just use your voice you can t show your client any instrument or image to capture his or her imagination or attention over the phone the client may find it difficult to get through because the phone is engaged and may not call again the client may feel free to interrupt the conversation at any given time As one can see there are a few obstacles to take in consideration, the use of the telephone cannot be left to pure personal instincts there are rules to follow in order to maximise its commercial and professional use. It is important to be brief and concise, answer questions with other questions allowing the client to express oneself and become interested in what we are selling. During a phone call (in case it does not really happen) to give the idea that the salon is busy and has a lot traffic of clients coming and going one could seen to greet a client or make an appointment and could cordially excuse oneself and interrupt the conversation momentarily. A telephone call should not last more than 8-10 min, the aim of the call is primary to make an appointment, possibly that day and never later then 2-3 days from the phone call. It is advisable not to give too much information over the phone but to do so when face to face with the client. In order to entice the client into wanting to make an appointment try saying: when you come in the salon I ll show you... or I will explain how to... It is essential to use the same language as the client, do not over do it with medical and technical terms its best to keep it clear and simple. SUMMARY: be cordial show interest speak with a pleasant voice be in control of the conversation remember the main objective is to fix an appointment After analysing some of the basic rules as to how to communicate over the telephone, understanding what should be said is the next step. Starting from analysing the conversation over the phone, by observing closely, which could be the psychological aspects that may have prompted the client to call us and consequently how we should respond to enable us to maximise the possibility of achieving a positive result. People that call can be very different. Ex: those that are quite happy and satisfied with the information given them those that ask a lot of questions and are never quite satisfied those who always find something to object about 39

40 Luckily the first type of clients is the most common. This is obviously the type of client whose needs are easily met and therefore one to persuade to visit the salon. The second type of clients are people that hide behind their attitude a state of insecurity and anxiety. These are people that need to be reassured in everything from the head of the salon. It is most important that your behavior and attitude be one of confidence and certainty keeping a handle on the conversation. A decisive, concise cordial behavior can be the key to securing an appointment. The third type are usually people that have already had other types of experiences usually with unsuccessful results, in trying to remove their signs of ageing. Their questions are full of negativity and argumentative, wanting to prove our treatments just as ineffective.. With these types of people one needs to be compliant but not overly so. Most importantly one should not give too much too soon before time. One should try to keep them curiously interested without talking too much about the method. Avoid getting technical. Do not be discouraged if it seems as if you have a wall in front of you and are unable to penetrate it. In fact each minute of conversation you have with the client means they find you interesting and competent. They would have otherwise terminated the conversation long before you got to this point had they thought the opposite. REMEMBER that is the client that has made the first move by calling us asking for information, this means that even if disappointed with past negative experiences there is still the hope that something out there can offer effective results. Be helpful and reassuring this will help the client feel that he or she may have found the right salon. Invite the client to visit your salon offering to have a coffee and a chat and the chance to look at the machine in question. You will secure a booking in this manner. SUMMARY: don t say over the phone what you can say in person listen carefully to what the client has to say in order to determine his or her needs have the right answers for any given questions don t try to act as a doctor or a scientist use the same manner of speaking as you client never underestimate your client keep the client interested by not divulging all the information regarding the treatment try to accommodate your clients concerns. Up to now we have addressed the psychological side of a phone call. Your own behavior the tone of voice, the client s psychology, assessing the client s needs and personality. There is however a technical aspect of how one should converse on the phone. There are things and terms one should and should not use, questions that should and should not be asked. Even if brief, the phone call should result in a productive conversation. Utilizing verbs at present tense: present tense is a tense of action, of now of certainty. Utilizing US : this gives the client a feeling already been part of the salon, having already been in the salon and purchased something Keep terms simple and professional, never overdoing it with over the top expressions. Avoid negative comments: like : do not worry.. your problems... I don t think this is damaging... you don t want... don t think... unfortunately we don t... Avoid negative terms if possible try not to use no longer no and never. Avoid contradicting statements, avoid contradicting your client with expression like I don t agree.. I think you re wrong, I don t think that s correct, you don t understand you re not on the right path. When you find yourself in this situation it is best to agree rather than disagree. yes certainly... this is why we do this.. Avoid uncertain expressions: expressions that increase doubts should be avoided the client may already 40

41 have a few of their own. So never say: maybe, I think, it would be better if. We have looked at both aspects of a phone call (the psychological and technical) we have touched on how to deal with a client over the phone in a general way and in a more personlised way depending on the client. We are sure that using these positive techniques combined with a little originality of your own and experience, you will be able to through the received phone calls increase your bookings. Having said that there is a right way to end a phone conversation and there are some rules to follow: If the client has accepted to pay your salon a visit: confirm the time and day of the appointment, calling your client by his or her surname thank your client conclude the call If the client declines making a booking : keep the invitation open by suggesting that the booking can always be made at a later date always cordially thank the client before ending the phone call (it s not uncommon that clients call back even months later. There are marketing techniques to win back clients that have enquired about information but have not yet visited the salon). 41

42 5.2 IN AN INSALON CONVERSATION WITH THE CLIENT REGARDING THE SELLING OF A TREATMENT After having secured a booking with the client over the phone, our next most important step is making sure we focus on the next most important thing that is, the sale of the treatment. The client after perhaps having seen our advertising, or heard of us by word of mouth, contacts us to find out more information and is therefore satisfied, visits our salon. It is now that we need to engage in the selling of the treatment made using the techniques we have at our disposal. 1) REMEMBER THAT YOU ARE DEALING WITH A HUMAN BEING It is not enough to be professional, one needs to maintain kindness, understanding and humanity towards the client, it takes more if we want to reach the objectives such as the sale of our treatments. We must remember that our client has a private life, likes, dislikes, opinions, values, all things that will influence his or her decisions when purchasing what we have to offer. Therefore be careful when dealing with the client do not hurt his or her feelings, contradict, disappoint or promise what cannot be delivered. 2) HOW TO ACHIEVE A GOOD CONVERSATION We need to behave as a human being towards our client. We should be grateful to them for having chosen our salon and this should be reflected in our behavior. We should treat our client as we would like to be treated, as if we re the client that is having someone interested in us and wanting to genuinely help us. Thus in order to transmit our client our interest in his or her needs we should simply follow these suggestions: listen keep the conversation interesting ask questions The first two points are self explanatory, to keep the conversation flowing means it should not be awkward without long silent pauses as far as asking questions this point needs a little looking into. It is obvious that not all question are the same, it s also obvious that not all questions are useful to sell our treatment. Thus we need to ask questions that are useful to us. But which? These are simply those questions that will allow us to get to know our client more. Through this we will have a better understanding of the reasons why the client has come to visit our salon in the first place. We will discover his or her fears, doubts, concerns and if there have been other experiences or procedures. When we ask the right questions we get to know our client therefore avoiding our comments to make him or her feel uncomfortable. What are the right questions? It is impossible to make a definite list of right questions, these depend solely on the answers we receive. We can however determine the types of questions that if well formulated can be useful in acquiring the information we need without losing control of the conversation. Let s start firstly by asking detailed questions on one particular thing not allowing the conversation to derail. The questions should be introduced by : how? what? where? which? why? when? Open questions are another positive way to achieve the right information from the client that can be useful in making a sale. The questions are useful but it s advised not to overuse them. 42

43 These questions are introduced by terms like: in what way? from what point of view? There is a type of question where it s not so much about the question as it is about the type of answers we get. These are questions that are useful when wanting to end an unpleasant conversation, or regain control of the conversation.or firmly steer the conversation in your favor when negotiating the sale. This could be the type of question Did you really want to reduce the signs of ageing from your face and body? With this type of question you can only expect one type of answer: YES NO 3) OUR CLIENTS CONCERNS In a long conversation it is possible that our client may have some queries. These may not only be about the technical, scientific, aspects duration or frequency of the treatment but about other aspects that may come up in the conversation. It is not therefore possible to analyze every type of objection or concern expressed by the client we can however analyze two aspects that are important, that characters each objection : what are the reasons that bring the client to have these queries in the first place and how do we talk them. What is at the base of an objection or concern? First of all, an objection is a natural reaction or defense mechanism. It is quite natural that when sitting in a foreign environment in front of someone we do not know trying to sell us a treatment we become defensive. It is best in this situation to let the client express oneself. So that with your experience and sensitivity you ll be able to understand and interpret what the client s needs are. Generally it is useful to know that your client uses objections to express... a way to resist your selling techniques and personality, a tempting offer a way of showing a low interest in negotiating a way to obtain more information, more assurances Consequently it is fundamentally important to achieve an understanding in the time spent with the client of his or her real needs keeping the conversation at a peaceful and comfortable level. You must remember that the client is highly interested in purchasing and is hopeful that you may hold the answer to his or her concerns. 43

44 5.3 FIVE RECOMMENDATIONS FOR THE RIGHT WAY TO CONDUCT TREATMENTS WITH 42 COLLAGEN BODYWAVE HOW TO GIVE INFORMATION OVER THE PHONE THE FIRST CONVERSATION WITH A NEW CLIENT THE USE OF SKIN CARE PRODUCTS AND THEIR IMPORTANCE DIETARY ADVICE PRECAUTIONS HOW TO GIVE INFORMATION OVER THE PHONE Answering the telephone Technician: Good morning...salon... Client: Good morning, I m ringing because I m waiting some information regarding the photo-anti-ageing machine. Technician : Certainly, photo-anti-ageing is a new technique now used to combat the signs of ageing giving the skin a new vitality. We can assure you that we are able to reduce the signs of ageing on the face and body. It is a little difficult however without having seen you to suggest a treatment suitable for you. Client: Can you give me more information. I d like to know more. Technician: I would like to explain that we simply use a red light in our treatment, that is safe and non invasive, it won t impact on your way of life and won t interfere with your daily commitments. I can guarantee that the treatment is completely natural it is quick and easy it, does not cause any kind of discomfort. I will however need to show you and also have you try the equipment in order for you to fully understand how it works. I will be more than happy to explain everything in detail if you come in and visit our salon. I will be able to show you the results you will be able to achieve and the type of treatment that will suit your needs. Are you able to come in to-day, do you prefer this afternoon? Client: How long will it take? Technician: about ½ an hour, we will have plenty of time to set and chat and perhaps try the machine. Client: I m not sure. I do not know if I want to... Technician: Sure, I understand. You do not want to rush into making an important decision, that s why if you like it would be a good idea to come into our salon and have a chat about whether you would like to go ahead or not and you can make up your mind then. When would like to come in? At this point after having made the appointment with the client, politely close the conversation by explaining exactly the location of the salon offering the quickest way to get there and directing him or her to the nearest parking lot. Confirm that you will be seeing her on the...(whatever the appointment s day and time is). Your tone of voice during the whole conversation should remain constantly polite and courteous and professional. You should not be too friendly (some people don t like that) without sounding detached or cold (we do not want to come across as cold that is not what our business is about). 44

45 THE FIRST CONVERSATION WITH A NEW CLIENT Firstly you should be the one to great your new client and treat him or her with the utmost respect. Technician : Good morning...very happy to meet you, please come in would you like a coffee, some tea? Hope you do not mind my asking, but how did you come to learn about us. Client: I saw your adv, or a friend of mine told me... It is important in this part of the conversation to try to find out your client s habits, your clients financial and professional status. Do not start with showing contracts to write or sign. In this point stage it s important to make your client feel as ease and comfortable. Politely ask questions that will allow you learn about your client s life, whether he or she has children, works, has commitments, hobbies. This will also be the time you will have the opportunity to find out what are the weak and strong points of your sales pitch. Try getting your client to open up and talk as much as possible in order for you to get to know him or her. In this crucial stage you need to be guided by your sensitivity. Try to understand the reasons why the client has decided to come and visit the salon and what are his or her needs that have prompted the client to want to ask about the. What concerns your client the most could be either (skin s antiageing, cellulite, stretch marks..) and what treatment plan could be most suited considering age, appearance, life style (work, children, and commitments) in order to prescribe the most appropriate treatment. Once you have learned all the important information about your client from the first stage of the conversation you can now start talking about the treatment. It is essential in this stage to explain in detail the method and characteristics of the session and how the machine works. You need to be at ease and confident in your explanations. Always remembering to highlight the positive and pleasant aspects of the use of the machine and these are: the fact that it is non invasive the fact that it does not interfere with the everyday life style. The client is free to continue his or her everyday activities it is a natural treatment that encourages the normal cellular activity pain free causes no redness or temporary alteration of the skin the actual end result is natural no side effects, no particular precautions need to be taken it is an easy no fuss treatment. Explain that it is important that in order to achieve the wanted results the client needs to commit to fully take part in the 15 min sessions of the recommended treatment. It is a good time to also introduce the results of already proven results in collaboration with the University of Pavia. Do not go too much into details; but place importance on the fact that no other anti-ageing machine currently on the market is able to show proven results that are so positive obviously visible from the point of view: of the instrumental analysis of the participants that were involved in the study of the dermatologist that examined the participants that were involved in the study of photographic evidence In the stage where the treatment is introduced it is invisible to show the client the positive results of past clients. 45

46 Do not forget to explain and talk about the vibrating plate that is inside the machine. Highlighting that the plate is purely for aesthetic purposes and functions on low hertz(some clients may have had negative experiences with other vibrating plates, ones that may be found in gyms). For those clients that are unsure about the oscillating plates we can suggest that they start by trying the low frequency oscillating program(anticell) and then eventually increase the use. This will allow the client to feel more confident and also better understand how the treatment works. The client can at this stage of the meeting with you try outing or testing the machine, asking the client if he or she has 15 min to do this. Explain that there won t be any visible results just by having one session. The light used does in fact stimulate the cell activity but this happens gradually not immediately, results can be seen after the fourth session. The application of the 633 Light Activator before the first trial session is very important. On dry clean skin, spray 20 cm away on face, neck, décolleté and other parts of the body that show to have signs of ageing. Explain that the 633 Light Activator maximise the penetration of the red light and also the production of Collagen. The 633 Light Activator prepares the skin that has undergone the 633nm light therapy to an immediate Lipofilling without surgery. Having said this you can precede with the conversation... Technicians: not only, at the end of the treatment will you notice improvements as far as hydration, visible wrinkle reduction, elasticity, reduction of stretch marks...but others around you will see an improvement in your overall appearance, skin will look younger luminous more toned and fresher looking. Also the vibrating plate will help you feel more active and energetic you will consequently feel younger and better within yourself. If you find that the client thinks the price is expensive, you will remind her of the quality of the treatment, the fact that it is the only machine with the same characteristics able to offer such a treatment and list the positive results that are achieved with the use of the treatment. If the client is unsure and wants to think about it or talk it over with the spouse, explain nicely that one should not delay the opportunity to look and feel younger. If the client expresses the concern that 3 sessions a week are too many and the plan is too intense explain that in order to achieve the desired results the plan should be followed in full. If the client finds the original plan difficult to follow because of lack of physical time, you can suggest he or she take two(2) weekly session plan, but no less. Another uncertainty you may find your client will express that you will have to reassure is: What happens after the treatment? When asked this question reassure the client that just as the improvement is gradual so is the adverse effect only more so. You then recommend a maintenance plan after having completed the whole course of a one weekly session. 46

47 5.3.3 THE USE OF SKIN CARE PRODUCTS AND THEIR IMPORTANCE Right from the very first appointment even before the client decides as to whether he or she wants to have the treatment, explain the importance of the two high quality products designed especially to be used in conjunction with the treatment to use at home, these products are: VITA SKIN BOOSTER CREAM: BOOSTER SYSTEM. INTENSE RESTRUCTURING CREAM CREATED FOR SPECIFIC NEEDS IN THE TREATMENT OF ANTI-AGEING AND INTENSE HYDRATION WITH 42 COLLAGEN BODYWAVE. USE EVERYDAY MORNING AND NIGHT. VITA SKIN BOOSTER ELIXIR: INTENSE REVITALISATION LOTION. A LIFTING LOTION FOR DAILY USE REVITALISING AND ILLUMINATING CREATED TO ADDRESS SPECIFIC TREATMENT NEEDS WITH 42 COLLAGEN BODYWAVE. USE EVERYDAY MORNING AND NIGHT. The That so Pure Skin skincare products are especially designed to be used in conjunction with the Collagen BodyWave, favoring the efficacy and maximizing the action of the 633 nm light thanks to a cocktail of innovative and exclusive active ingredients. These products are rich in active properties for skin anti-ageing treatment.continual use especially during the course of the treatment. They are an added value the treatment. Also remember to advise the application of: DEEP KINETICELL COADJUVATING CRACLING MOUSSE IN THE TREATMENT OF IMPERFECTIONS SUCH AS CELLULITE AND SKIN FIRMING. MAKES THE MOST OF THREE IMPORTANT ASPECTS: 12 NATURAL ACTIVE PRINCIPALS, A UNIQUE FORMULATION (CRACKLING MOUSSE) AND INNOVATIVE RELEASE ACTION OF THE ACTIVE INGREDIENTS(NANOSPHERE) FOR UNEQUALED RESULTS. APPLY MORNING AND NIGHT. PINK ANGEL SHAPING, FIRMING AND ANTI-AGE TREATMENT. IT SMOOTHES THE SKIN AND MAKES IT DIVINELY VELVETY, WHILE REDEFINING SILOUETTE CONTOURS. THIS BODY TREATMENT IS EFFECTIVE ON TWO LEVELS: UNBLOCKS AND MOVES THE LIPIDIS UNTIL THEIR REDUCTION THANKS TO THE IMMEDIATE TENSOR EFFECT, IT GIVES CONSISTENCE, TIGHTNESS AND ELASTICITY TO THE SKIN. ENRICHED WITH GOLDEN-EFFECT POWDER. Remember the client is not only purchasing a treatment to improve his or her appearance but is also purchasing a service. This service is made up of many things: the professional way the technicians conduct themselves towards the clients, the complete salon s image, the way the machines and products are presented and maintained, the salon should be clean and tidy and professional, staff should be courteous and polite at all times. Customer service should be a priority because not only is your customer the reason you are in business but also he or she are your best way to advertise. 47

48 5.3.4 I DIETARY ADVICE If you client is also interested in the benefits that the vibrating plate offers, remember that the following of a balanced diet while using any slimming treatment will help achieve better results. Explain that you are only offering advice (you are not a dietician) but stress that you are just suggesting a healthy eating plan in order to maximise the benefits given by the treatment PRECAUTIONS The treatment with has no side effects nor particular precautions need to be taken when using the light, some precautions may be needed when using the vibrating plate. The vibrating plate is for cosmetic use (the need for the presence of a qualified technician is not required during its use). The oscillating frequency is low and the only precautions are for particular cases where the physical condition of the client dictates whether he or she can use the plate: serious back problems suffers from epilepsy suffers from varicose veins or where there can be a chance of thrombosis For all equipment that generates an elemagnetic field it s not recommended for people with a pacemaker. 48

49 6. TESTIMONIALS TYPE OF SALON: SPA NAME OF THE SALON: SPA Medical Wellness Center LOCATION: Bad Zurzach - Switzerland DESCRIPTION: SPA Wellness Medical Centre Place to enjoy unique moments and to feel good in a wonderful environment. COMMENTS ON COLLAGEN BODYWAVE: Innovation, design, easy and quick utilisation, is an excellent device for aeshtetic purposes, well complementing the SPA context and providing an extra service to clients. LEVEL OF CUSTOMER SATISFATION IN THE SALON: Good, positive MODALITIES OF TREATMENT PROPOSAL COMBINATION WITH OTHER TREATMENTS PROVIDED BY THE SALON: The treatment was proposed in promotional packages with a special launching prices often in combination with massages and anti-age cosmetics. HOW BEST RESULTS WERE OBTAINED: In combination with slimming and face anti-age treatments. 49

50 TYPE OF SALON: SPA, WELLNESS NAME OF THE SALON: Atlantis, Vodno Mesto - City of water LOCATION: Lubljana, Slovenia DESCRIPTION: It is one of the biggest SPAs of Slovenija, located in the biggest Shopping Area of Lubljana (BTC Ljubljana) RESPONSIBLE FOR THE SALON: Mrs. Mojca Hrženjak, Executive Business Director COMMENTS ON COLLAGEN BODYWAVE: Excellent device for aesthetic purposes, innovative, nice design and easy to introduce in a spa context. It is a complement to our business strategy in the beauty field.. LEVEL OF CUSTOMER SATISFATION IN THE SALON: Excellent MODALITIES OF TREATMENT PROPOSAL COMBINATION WITH OTHER TREATMENTS PROVIDED BY THE SALON: Treament was proposed in special packages with a launching price. During spring it is the perfect device to meet the demand of anti-cellulite, slimming and toning treatments. 42 Collagen BodyWave was often proposed with UV sessions and anti-age cosmetics. 50

51 TYPE OF SALON : AESTHETIC SALON NAME OF THE SALON: IRIS AESTHETIC CENTER LOCATION: AREZZO, Italy DESCRIPTION: Iris aesthetic center is specialised in anti-wrinkle treatments for face, shaping and slimming treatments for the body. RESPONSIBLE FOR THE SALON: Mrs. Roberta, Executive Business Director COMMENTS ON COLLAGEN BODYWAVE: Excellent device for aesthetic purposes, innovative, nice design and easy to be introduced in a context like ours. In line with our business purposes. LEVEL OF SATISFATION of THE SALON: Excellent LEVEL OF CUSTOMER SATISFATION inthe SALON: Good, Positive MODALITIES OF TREATMENT PROPOSAL COMBINATION WITH OTHER TREATMENTS PROVIDED BY THE SALON: Special packages with launching prices. Very good during spring for slimming and anti-cellulite purposes. Also possible combination with UV sessions and anti-age cosmetics. 51

52 7. F.A.Q. WHAT IS PHOTOTHERAPY OR PHOTOBIOSTIMULATION? The efficacy and functionality of the is based on a technology called phototherapy or photobiostimulation. Photobiostimulation is based on the fact that all our cells contain receptors that absorb light, this stimulates a physiological cellular process that regulates the metabolic reactions. The phototherapy utilises a specific wave length light that simply accelerates this process improving and stimulating the cellular metabolism, as it happens with chlorophyll in plants during photosynthesis, producing the energy as a source of nourishment. According to the wave length of the light specific cells are activated. WHY DOES THE 42 COLLAGEN BODYWAVE UTILISE SPECIFIC NEONS THAT EMIT AT 633 NM? Numerous scientific studies demonstrate that the 633 nm selective red light stimulates and maximises cell activity and collagen production. This is how the photo-anti-ageing takes place. In this way a biological response is stimulated without an increase in temperature. WHAT IS 42 COLLAGEN BODYWAVE? 42 Collagen Body Wave with 633 nm light is the first total body photo anti ageing in one piece of equipment with an anticell/slimming/toning programmes from the Beauty Vibro Plate plus. IS THE PHOTO ANTI-AGEING AND THE PHOTOBIOSTIMULATION SAFE? Yes they are safe and completely non invasive. The 633 red light has been used for years in numerous medical procedures, in spas, beauty, salons and dermatological centers worldwide. The 42 Collagen BodyWave has been fitted with neons that have been especially designed and studied. They do not have UVA and UVB rays. ARE THE RESULTS VISIBLE RIGHT AWAY? It depends on the type of treatment used, however with all treatments the first visible results are a clearer smoother more luminous skin. During the course of the treatment right to the end it will be possible to see an improvement in the firmness, elasticity, and the hydration of the skin and a reduction in wrinkles is especially visible. The procedure in order to obtain the visible results for (anti-wrinkle/anti ageing) requires 3 weekly sessions, lasting a minimum of 15 min each for 6 to 8 weeks consecutive weeks, with the daily use of the especially formulated skincare products THAT SO Pure Skin. A less intense treatment such as (Illuminating/Well being) is just as effective in the improvement of the general wellbeing of the skin, especially when it comes to elasticity and hydration. The latter is complimentary and particularly suited for other types of activities or treatments (ex. Fitness, beauty treatments or post-operative...). This requires 1-2 weekly sessions for a least 4-6 weeks. For the best results it is recommended the daily use of the skin care products That so Pure Skin. CAN SKIN CARE PRODUCTS BE USED IN CONJUNCTION WITH THE 42 COLLAGEN BODY WAVE? Yes in fact, best results are achieved when using on a daily basis the That so Pure Skin skincare products, these are high quality products with anti ageing and hydration properties. HOW LONG DO THE RESULTS LAST? This depends on the type of skin and life style and especially depends on whether the That so Pure Skin skincare products have been used in conjunction with the 32 Collagen BodyWave treatment. In order to keep the achieved results after the competition of the intensive cycle it is advised a maintenance course for the following 4-6 weeks with the daily use of That so Pure Skin skincare products or a weekly session with 42 Collagen BodyWave. WHO IS THE 42 COLLAGEN BODYWAVE FOR? It is an effective treatment for men and women of all ages, non invasive and easy to use. The Beauty Vibro Plate programmes are also designed to be combined with the photo-anti ageing sessions. WHAT TECHNOLOGY USED SETS THE 42 COLLAGEN BODYWAVE APART FROM THE OTHER SYSTEMS CURRENTLY ON THE MARKET? The light in the stimulates a biological response without the increase in temperature causing rashes and skin irritation without the tissue damage caused by laser, radio frequency and pulsating light that uses elevated energy per cm2 with increasing temperature. The reason in the 42 Collagen BodyWave are different from LED (light emitting Diode) in the way they emit light but the wave length that assures the efficacy is the same getting a total result for the entire body. 52

53 8. DICTIONARY PHOTOBIOSTIMULATION: physiological response of our body the light stimulation. SKIN: an organ consisting of different tissues primary protecting the body. Skin is made up of epidermis, dermis and the subcutaneous tissue. The epidermis protects the skin. The dermis supports the epidermis and is therefore responsible for firmness thanks to collagen, that ensures the strength of the skin elastin, tenders it flexible and the subcutaneous tissue sets as a cushion and energy reserve. COLLAGEN: is the most important structure fibrous protein present of the whole body. Collagen is produced by fibroblasts, the fundamental cells in connective tissue; with the passing of age, the physiological disposition of collagen diminishes, with the consequent loss of tone and firmness of the skin s tissue. FIBROBLASTS: typical cells found in large numbers in the connective tissue able to produce components of the extra cellular matrix, one of these being collagen. LASER: a concentrated beam of light. That targets specific areas. The type of light removes ( lyses) through the luminous energy(photo) transformed into heat (thermo) only the targeted area hence the surface tissues, the technique is called selective photothermosis. RADIO FREQUENCY: Based on a precise physic s principal where by the energy distributed by the instrument is transformed into heat on the skin. The physical effects obtained with RF are connected to the thermal damage caused on the collagen which determines the break-up of the intermolecular connections while facilitating its reorganization. CAVITATION: Is a way of emitting ultrasound. Ultrasounds are sound waves not audible to the human ear which mimic the movement of sea waves. Ultrasounds are utilised to implode adipose cells gradually and painlessly breaking them up. In this way the adipose tissue can be reduced without resorting to surgery. The cavitation technique is pain free and the only safe side effects are a slight numbing sensation of the treated area, warm sensations or a slight redning of the area... PRESSURE THERAPY: the equipment used for the treatment of pressure therapy through the adequate application of pressure to the tissues facilitates draining of interstitial fluid and solutes found within activating the venous circulation freeing the extracellular areas from impurities which cells are prone to retain. PULSATING LIGHTS: works with selective photothermolysis which literally means breaking down by a thermal action due to light therefore the thermal break down of cellular structures is determined causing the non regeneration (hair for example) or regeneration with different reorganization. Oscillation by pulsating frequency. 53