Sales Playbook · Estique Taipan · 05 Jul 2026

Ask. Don't tell.

The consult that closes itself starts with a question — not a pitch. Here's your field guide, Natalie.

Session
Joel × Natalie · Sales review
Your edge
You're already warm. We're adding one skill.
Next session
Tuesday, 7 July 2026
The one shift

Stop selling the solution. Get them to ask for it.

Right now your instinct is: spot the problem, tell the customer the fix. That triggers their defence — they feel judged and sold to. The new move is to ask questions until the customer names the problem out loud. Then you're just helping with something they raised.

Telling → Asking
If I tell a business owner "work with me and your sales double, no risk" — they hesitate. But if that same owner comes to me saying "I want to double my sales, can you help?" — it's a completely different conversation. My job is to get the problem out of their mouth, not push my answer into their head. Joel — on why questions win
The method — 8 principles
01

Bond before you sell

Estique customers come back again and again — the relationship is the asset. Be warm and energetic, listen more than you talk, and ask about their family, career and background. Write it into their profile so next visit you have something real to talk about.

The habitTreat it like a great hairdresser who remembers you after 5 years. That warmth is what keeps people loyal.
02

Get names right

Remembering names matters — invest the effort even when it's hard. Ask how they want to be addressed. "Mr / Miss" feels distant; first-name after rapport feels warm. And always introduce yourself.

The line to use"How should I call you — Mr Steven, or just Steven?"
03

Talk less, ask more, listen hard

In the first part of every consult, your goal is to get them talking a lot. Listen with full attention — don't rehearse your next line while they speak. Then mirror what they said to prove you heard it.

The line to use"So what you mean is…?" — restate it back before you respond.
04

Stand on their side

Customers know a salesperson's job is to close them, so they discount what you say. A friend's referral converts because the friend earns no commission. Earn trust first, then speak as an advisor helping them get the result they want.

The line to use"Let me be honest with you about your case…"
05

Extract the concern — never implant your idea

Don't tell them what's wrong. Ask where they feel unsatisfied and let them point. Affirm what already looks good — people love hearing it — and handle one thing at a time.

The line to use"Beauty is very subjective — where do you feel you'd like to improve?"
06

Present options, not an ultimatum

A single price becomes take-it-or-leave-it. Give three options at different scopes and prices. This changes the question from yes / no to which one.

The line to use"For your case I see three things I could do — A, B, C. Which one are you more drawn to?"
07

Diagnose the objection first

Every objection is either price ("too expensive") or value ("not sure it's worth it"). Find out which — sincerely — before you answer. Then slow down; don't rush to the fix.

The line to use"Is your main concern the price, or the procedure itself — so I can advise you properly?"
08

Agree first, then explain the value

When they say "expensive," don't contradict — agree, then explain why. Build value with proof: done by the doctor (not a beautician), permanent result, ~98% success rate, before / after portfolio, and a lifetime warranty.

The line to use"You're right, it's not cheap — that's normal. Let me show you exactly what it buys you."
The difficult 20%

Your goal is the sale — not winning the argument.

About 1 in 5 customers is defensive or out to test you. We change ourselves, not them. Protect your energy.

Case files — say this, not that

Your real consults, rewritten.

Case A

"I look tired" — the eye-bag consult

✕What happened

A regular-type customer said she looks tired and asked about her eyes. You showed her on the iPad, then told her she should also do her face because it's "sagging." She pushed back hard — "I'm asking about my eyes, why are you talking about my face?" — and got irritated. You implanted your opinion and implied she looks old. Defence up, trust down.

✓Say this instead
  1. Ask first: "Where do you feel you look tired?" — let her point.
  2. She says eyes → "Honestly it's not that severe, but we can improve it. Where else aren't you happy?"
  3. She raises what she really cares about. Affirm the good: "This looks very natural — I wouldn't touch it."
  4. Never say "sagging." Reframe: "If we lift this a little, you'll look less tired."
  5. Close like a partner: "Let's fix one thing first this month, the rest next month."

LessonAsk where she feels tired. Affirm what's good. Reframe, never insult. One thing at a time.

Case B

The RM3,800 price test

✕What happened

A customer was testing you. You quoted RM4,000–5,000; he said "too expensive." You dropped to RM3,800; still "too expensive." Discounting first trained him to keep pushing — and "it's a doctor, it's worth it" sounds like standard sales talk, so he didn't believe it.

✓Say this instead
  1. Diagnose the why: "Is it expensive because you've researched cheaper places?"
  2. Keep asking: "Have you checked — was theirs done by a doctor or a beautician?"
  3. Agree, then explain: "You're right, it's not cheap — normal to feel that. Let me tell you why…"
  4. Value stack: doctor-performed, permanent result, ~98% success, lifetime warranty. "My job is to show you exactly what this RM3,800 buys."

NoteAnchoring high then dropping can work, but ~7 in 10 push back anyway. Diagnose first — don't discount on reflex.

Case C

The defensive uncle — the cataract challenge

✕What happened

An uncle came in for IBAC but kept steering to cataracts, challenged you for ~30 minutes ("do you even understand cataracts?"), then moved to his teeth. He wanted to test you. You got frustrated and drained.

✓Say this instead
  1. Don't fight or force the pitch — the goal is the sale, not the debate.
  2. Deflect off-scope topics gracefully: "I'm not the expert on that — but on the aesthetic side, here's what I can help with."
  3. Keep asking questions rather than answering his challenges. Let him lead himself to ask you.
  4. If he truly won't engage, it's fine to let him go.

LessonStay calm, keep the questions flowing, protect your energy.

Case D

"Outside is cheaper" — the VLive objection

✕What happened

Price-objection customers often come from VLive and similar clinics. The customer says "outside is only RM2,000" — and the reflex is to badmouth the competitor or defend the price, which lands as defensive.

✓Say this instead
  1. Ask which clinic: "Which place did you see at that price?" (Usually VLive.)
  2. "Did you consult them? What did they recommend, and how would they do it?"
  3. "Was it a doctor or a beautician doing it?"
  4. Ask what they think first: "What did you like about it?" Then differentiate with facts — never badmouth.

HomeworkStudy VLive + the top 2–3 competitors that keep appearing — pricing, doctor vs beautician, process. Know their real strengths so you can differentiate honestly. Joel will help.

On the floor

Two things around the sale that decide the sale.

Leading the team

Supervise Winnie & Yaya

You end up doing their work and coordinating — which eats your bonding time with regulars. Own the supervision.

  • Treatment times running long (a ~1-hour session took 1.5–2 hours), making others wait.
  • Room mix-ups — a customer placed in the wrong room.
  • Missed steps — a chemical peel not shared correctly; numbing-cream removal not prepped on time.

Do: Set the baseline — fast, professional, warm, follow-up done properly. Coach through conversation, not stress. And enlist Dr. Aden to help check in on the team — that's genuinely his strength.

Fixing the broken connection

The lead handoff

When the appointment team hands a lead to you offline, the rapport doesn't transfer — the lead restarts cold with a new person, and conversions drop. Bridge it early with a call. Test this branch in the flow:

Lead engages about IBAC on WhatsApp
"Prefer our consultant to call you, or keep chatting here?"
Keep chatting
Continue the automated WhatsApp flow
Prefer a call
Routes straight to Natalie to call

Plus: a short voice intro in your own voice so leads recognise you before the call. It's fine if it feels cringe — worth testing.

Your next steps

Two weeks. One new habit at a time.

Sales skill — every consult

Lead with a question — "where do you feel you'd like to improve?" — before any opinion.
Use the mirror — restate what they said before you respond.
Build a profile card for each regular: name, family, career, past treatments, main concern.
Present 3 options (A/B/C) instead of a single price.
Diagnose every objection — price vs value — before answering.
On price: agree → explain → value stack (doctor, ~98%, proof, warranty).

Competitor · Operations · Handoff

Study VLive + top 2–3 competitors; prepare honest differentiation lines. (with Joel)
Take ownership of supervising Winnie & Yaya — set the baseline, coach, track follow-ups.
Ask Dr. Aden to help check in on the support team.
Trial the "call or WhatsApp?" branch in the appointment flow. (with Joel)
Personally call a batch of high-intent leads early; note the difference.
Send Joel a sample of your consultation audio for feedback.