Training1
Obagi Medical Sales Guide
An interactive guide to understanding customer needs and ingredient benefits.
Understanding Your Customer & Their Needs
The Foundation of Great Sales
Effective sales begin with truly understanding your customer. By asking the right questions and actively listening, you can identify their core concerns and guide them to the most suitable solutions.
Best Questions to Ask
- "What does your current skincare routine look like?"
- "What are your biggest skin concerns right now?" (e.g., dark spots, dryness, fine lines)
- "What results are you hoping to achieve with new skincare products?"
- "Do you spend a lot of time outdoors?"
- "How would you describe your skin type? (Dry, oily, combination, sensitive?)"
- "Have you used medical-grade skincare before? What did you like or dislike?"
Customer Profiling Flow
Follow this simple flow to guide your conversation and identify key solutions.
Listen to their concerns and goals.
Is it dullness, firmness, or overall aging?
Match concern to key ingredient benefits.
Recommend essential additions like SPF.
Ingredient Focus: Brightening & Even Tone
For Dullness, Dark Spots & Uneven Complexion
When customers express concerns about dark spots, sun spots, or generally dull and uneven skin, focus on the power of Vitamin C and Arbutin.
L-ascorbic Acid (Vitamin C)
This potent antioxidant stimulates collagen, brightens skin, and protects against environmental damage, reducing the appearance of fine lines and sun damage.
Arbutin
A non-prescription ingredient that effectively helps to reduce hyperpigmentation by interfering with the skin's pigment production, leading to a more even and brighter skin tone.
Ingredient Focus: Firmness & Resilience
For Sagging, Laxity & Loss of "Bounce"
For customers seeking firmer, more resilient skin, highlight the unique action of the Bi-Mineral Contour Complex™ and the importance of healthy elastin.
Powerful Clinical Results
After 8 weeks of using products with the Bi-Mineral Contour Complex™, participants reported significant improvements in skin firmness and elasticity.
The 3 Stages of Healthy Elastin
The Bi-Mineral Contour Complex™ works by supporting all three necessary stages of elastin development: Create, Convert, and Organise.
New, healthy elastin is formed in the skin.
Newly created elastin is properly assembled.
Assembled elastin is correctly organized for optimal skin bounce.
Ingredient Focus: Total Skin Transformation
For Significant Sun Damage & Aging Signs
For customers with more advanced signs of sun damage, such as rough texture, deep hyperpigmentation, and overall aging, a comprehensive system with a blend of transformative ingredients is key.
Benefits of Transformative Systems:
- ✓ Reduces Age Spots
- ✓ Smooths Rough Skin
- ✓ Decreases Redness (Erythema)
- ✓ Corrects Yellowish Complexion
- ✓ Fades Hyperpigmentation
These systems often combine ingredients like exfoliants (e.g., Glycolic Acid), brighteners (e.g., Arbutin), and cell regulators to renew skin at a cellular level.
Essential Ingredient: Sun Protection
The Most Critical Step for Every Customer
Sun protection is non-negotiable for preventing future damage and protecting the results of any skincare regimen. Highlight the broad-spectrum defense offered by key ingredients.
Multi-Spectrum Protection
Our sunscreens utilize physical blockers like **Zinc Oxide** and **Titanium Dioxide**, and chemical filters like **Homosalate** and **Octinoxate**, to defend against UVA and UVB rays. Some also offer defense against **Infrared (IR) rays**.
Matching Tinted SPF to Undertone
Help customers choose the perfect tinted SPF by identifying their skin's undertone for a seamless blend.
WARM ☀️
- Golden or olive tones
- Tans easily
- Veins appear greenish
COOL ❄️
- Pink or red tones
- Sunburns easily
- Veins appear bluish
Linking Products: Building a Complete Routine
Suggesting Complementary Ingredient Solutions
Once a primary concern is addressed, suggest additional products based on their active ingredients to create a comprehensive and effective skincare routine.
Core + Protection
If they are buying any treatment (e.g., with **Vitamin C, Arbutin, or Bi-Mineral Complex**), always link with a broad-spectrum **SPF** (containing **Zinc Oxide, Octinoxate**).
Exfoliation + Hydration
If their routine includes exfoliants (like **Glycolic Acid**), suggest adding products with hydrating ingredients such as **Ceramides** or **Glycerin** for comfort and barrier support.
Targeted + Overall Anti-Aging
If they are targeting specific concerns, suggest ingredients that offer broader anti-aging benefits. For example, link **Bi-Mineral Complex** for firmness with **Vitamin C** for collagen stimulation and antioxidant defense.
Eye Area + Face
If they are interested in eye-specific ingredients (like **Caffeine** for puffiness or **Bi-Mineral Complex** for eye firmness), suggest extending similar benefits to the face with products containing the **Bi-Mineral Complex** for overall facial resilience.
