Complete Sales Scripts

Clozo Academy Proprietary Curriculum | The Lash Studio Growth System

DM Response — Initial Inquiry

**Scenario: Prospect DMs "How much for lash extensions?"

"Hi [Name]! So excited you reached out. I do customized sets because everyone's lashes and goals are different. Classic sets start at $145, hybrid at $210, and volume at $245. The best way to give you an exact recommendation is a quick 15-minute consultation — free, no obligation. I have [Day] at [Time] or [Day] at [Time] this week. Which works for you?"

Why this works: Doesn't answer with just price. Anchors to consultation. Offers specific times (assumptive close).

Phone Call — Price Inquiry

Scenario: Prospect calls asking for prices

"Thank you for calling [Studio Name]! I'd love to help you. Before I share pricing, can I ask what you're looking for? Are you a first-timer or have you had extensions before? [Listen] Based on what you're describing, it sounds like you'd love our hybrid sets — they're our most popular. Those are $210 for the full set and include your lash bath, collagen eye treatment, styling consultation, and aftercare kit. The fills are $75 every 2-3 weeks. Does that sound like what you're looking for?"

Phone Call — Availability Check

**Scenario: Prospect asks "Do you have any openings this week?"

"I do! Let's get you in. Are you looking for a full set or a fill? [Listen] Great. I have [Day] at [Time] or [Day] at [Time]. Which works better for your schedule? Perfect. I'll just need a $50 deposit to hold your spot — it goes right toward your service. I can send you a secure link or take a card over the phone. Which do you prefer?"

The 12 Discovery Questions (In-Studio Verbal Delivery)

Consultation Opening Script

"[Name], I'm so happy you're here. Before we talk about styles or prices, I want to understand YOU — your routine, your concerns, your vision. Because the set I design for a teacher who wants a natural look is completely different from what I'd design for a performer who wants maximum drama. So let's start there. Tell me — what brings you in today?"

The Price Presentation Script

"Based on everything you've shared, I have a recommendation I think you'll love. A Signature Hybrid Set with our premium adhesive and customized mapping is $210. That includes your lash bath, collagen eye treatment, styling consultation, aftercare instruction card, and a premium lash cleanser to take home. This set will last you 3-4 weeks with proper care. That's less than $8 per day for waking up with perfect lashes every morning. [Pause 3 seconds] What questions do you have?"

OBJECTION 1: "That's too expensive."

Acknowledge + Reframe + Value Context:

"I completely understand — $210 is an investment. Here's what I've learned: clients who come to me after getting $80-100 sets elsewhere usually tell me the same thing — they ended up spending more because the lashes didn't last, looked unnatural, or damaged their natural lashes. At $210, you're getting medical-grade adhesive, customized mapping for your eye shape, 90 minutes of my full attention, and a set designed to last 3-4 weeks. When you break that down, it's about $7 per day. Most clients tell me they save that much by not buying mascara, strip lashes, and eye makeup anymore. Does that reframe help, or is budget the main concern right now?"

OBJECTION 2: "I need to think about it."

Probe + Address Hidden Concern + Gentle Urgency:

"Of course, I never want you to feel pressured. Is there a specific concern I haven't addressed? Sometimes 'I need to think about it' means there's a question you haven't asked yet. I'm here to answer anything — price, process, aftercare, whatever's on your mind. [Listen] And just so you know, my new client spots this month are filling up — I'm booking about 2 weeks out now. If you do decide to move forward, I'd hate for you to have to wait longer than necessary. What would help you feel confident about booking today?"

OBJECTION 3: "I found someone cheaper."

Educate Without Criticizing + Position Quality:

"I understand — price matters, and there are definitely lower-priced options out there. What I'd want you to know is what to look for, regardless of who you choose. Three things: First, are they using medical-grade adhesive and isolating every single lash? Poor isolation is how natural lashes get damaged. Second, do they include aftercare products and education? Lashes without aftercare are like a car without oil changes. Third, what's their policy if you're not happy? I offer a 7-day satisfaction guarantee because I stand behind my work. If you do explore other options, I'd ask those three questions. And if you ever want to try my studio, my door is always open."

OBJECTION 4: "I've had a bad experience before."

Validate + Diagnose + Rebuild Trust:

"I'm so sorry you went through that. Bad lash experiences are way too common, and honestly, they make my heart hurt for our industry. Can I ask what happened? [Listen] That's actually a [specific issue — e.g., isolation problem / adhesive sensitivity / poor aftercare]. Here's what I'd do differently: [explain specific technique difference]. And because I know trust has to be earned, I do a few things to protect you: first, we do a full consultation and patch test if you have sensitivities; second, I use only [specific product] which is [specific benefit]; third, my 7-day guarantee means if anything feels wrong, you come back and I fix it at no charge. I'd love the chance to show you what this experience SHOULD be like. Would you be open to starting with a conservative classic set so you can see how your natural lashes respond?"

OBJECTION 5: "I can't afford that right now."

Empathize + Offer Alternatives + Stay in Relationship:

"I totally get it — budgets are real, and I respect that. Let's find something that works for you right now. A few options: Our Classic Set is $145, which is a beautiful enhancement and $65 less. Or, if you want to start with just a lash lift — that's $75 and gives you a gorgeous curl that lasts 6-8 weeks. We also have a membership program starting at $59 a month that actually saves money if you come regularly. And if now just isn't the right time, I completely understand. Can I check back with you in a month or two? I never want anyone to stretch their budget for beauty."

OBJECTION 6: "I need to ask my husband/partner."

Respect + Empower + Create Self-Interest:

"Absolutely — big decisions are worth discussing. Here's what might help with that conversation: This set costs $210 and lasts 3-4 weeks. That's about $7 per day. Most clients save $30-50 a month by not buying mascara, eyeliner, strip lashes, or eye makeup remover anymore. So it's actually often a net savings. Plus, think about the 15-20 minutes you'll save every morning — that's 7-10 hours per month. What's your time worth? [Listen] And here's what I'll do — let me hold your preferred time for 24 hours with no deposit. If you decide to move forward, just text me. If not, no hard feelings at all."

OBJECTION 7: "I'm scared they'll damage my natural lashes."

Educate + Evidence + Guarantee:

"That fear is completely valid, and I'm glad you brought it up. Here's the truth: lash extensions don't damage natural lashes — poor technique does. Specifically, three things cause damage: using extensions too heavy for your natural lash, gluing multiple natural lashes together (called 'stickies'), and using cheap adhesive. I isolate EVERY single natural lash before applying an extension. I match the extension weight to your natural lash strength. I use medical-grade adhesive with controlled fume levels. And I offer a 7-day satisfaction guarantee plus a retention guarantee with proper aftercare. Your natural lash health is my absolute top priority. In fact, many clients notice their natural lashes grow stronger because they stop rubbing their eyes and pulling at mascara."

OBJECTION 8: "I'll just get them done for my wedding/special event and then stop."

Acknowledge + Plant Seed for Continuation:

"That's a perfect reason to start! Bridal lashes are absolutely gorgeous in photos — you'll look incredible. Here's what I'd love for you to know: most clients who say 'just for the wedding' end up keeping them because they love the convenience so much. The first set is $210, and if you want them removed after the wedding, that's $45. But if you decide to keep them — which about 70% of my bridal clients do — your first fill is just $75. No commitment, no pressure. Let's make you look stunning for your wedding, and we'll see how you feel after. Sound good?"

OBJECTION 9: "Do you offer discounts?"

Redirect to Value + Offer Strategic Alternatives:

"I don't do general discounts because I believe in transparent, fair pricing for everyone. But I do have ways to save: Our membership program is $99 a month for unlimited fills — if you come every 2 weeks, that's about $12 per visit instead of $75. We also offer a new client experience package that bundles your full set, brow shape, and aftercare kit for $195 — that's a $35 savings. And for referrals, you and your friend both get $25 off. So there are definitely ways to make it more affordable without compromising quality. Which option sounds interesting to you?"

OBJECTION 10: "I'm allergic/sensitive to everything."

Take Seriously + Offer Solutions:

"I'm so glad you told me — sensitivities are something I take very seriously. Here's what we can do: First, I can do a patch test with our medical-grade, low-fume adhesive on a small area 48 hours before your full set. That way we'll know for sure how your skin reacts. Second, I have a sensitive adhesive option that's specifically formulated for reactive clients — it has a slower dry time but much lower irritation risk. Third, if you've had reactions before, can you tell me what products were used? That helps me identify the specific ingredient to avoid. Your safety comes first, always. Would you like to schedule a patch test first?"

OBJECTION 11: "I don't have time for maintenance every 2-3 weeks."

Reframe + Offer Flexible Options:

"I hear that a lot from busy clients, and honestly, it's one of the reasons they love lashes — it SAVES time. Your fill is 60-75 minutes every 2-3 weeks. Compare that to the 15-20 minutes you'd spend on eye makeup every morning. Over 3 weeks, that's 5-7 hours of makeup time vs. 1 hour for a fill. You're actually gaining time. And if even that feels like too much, some clients stretch to 4 weeks with proper aftercare and a volume set, which holds better between visits. We can also look at our membership, which includes priority booking so you get times that actually work for your schedule. What would make maintenance feel manageable for you?"

OBJECTION 12: "My friend had a bad reaction."

Validate + Differentiate + Safety Protocol:

"I'm sorry your friend went through that — reactions are scary. Here's what I want you to know: reactions usually happen for three reasons: allergic response to adhesive ingredients, irritation from fumes during application, or infection from poor hygiene. I address all three: I use medical-grade adhesive with published ingredient lists, I work in a well-ventilated space with a fan to minimize fume exposure, and I follow hospital-level sanitation protocols. I also offer patch tests for anyone with concerns. Would a patch test help you feel more comfortable?"

OBJECTION 13: "I'm pregnant/breastfeeding."

Knowledgeable + Conservative + Consult Recommendation:

"Congratulations! That's so exciting. Here's what I can share: there's no definitive research proving lash extensions are unsafe during pregnancy or breastfeeding, but many women choose to wait until after delivery because of heightened sensitivity and the desire to avoid any unnecessary risks. Some clients do continue with lashes throughout pregnancy with their doctor's approval. I'd recommend checking with your OB/GYN or midwife, and if they give the okay, we can use our most sensitive adhesive and keep the room extra ventilated. Would you like me to send you our ingredient list to share with your doctor?"

OBJECTION 14: "I wear glasses/contacts."

Reassure + Adjust Technique:

"Not a problem at all — about 40% of my clients wear glasses or contacts. For glasses, I adjust the lash length and curl so they don't brush against your lenses. For contacts, I recommend putting them in before you come or bringing your case — some clients prefer to remove contacts during the service for comfort. The adhesive we use is safe around contacts, and the eye pads protect your eyes during application. Do you wear glasses full-time or just for certain activities? That helps me design the perfect length for you."

OBJECTION 15: "Can you match this photo I found on Pinterest/Instagram?"

Set Realistic Expectations + Educate + Redirect:

"I love that you have a vision! Let me look at this with you. [Examine photo together] This is beautiful. Here's what I'm seeing: this client has [specific natural lash characteristics]. Your natural lashes are [different characteristics — longer/shorter/sparser/denser]. What I CAN do is create a similar FEELING and style adapted to your unique eyes. It won't look exactly like this because your eye shape and natural lashes are different — and honestly, that's a good thing. My job is to create the best version of THIS look for YOU. Does that make sense? Let me show you some examples of similar styles I've done on clients with your eye shape."

OBJECTION 16: "I only want a few lashes, not a full set."

Educate + Offer Middle Ground:

"I understand the appeal — less dramatic, less maintenance. Here's what I'd want you to know: a 'few lashes' service is actually harder to make look natural and balanced than a full set. When you have just 20-30 extensions scattered across the eye, it looks sparse and uneven. A classic full set with 160-180 extensions looks like beautiful, natural mascara — defined but believable. If budget is the concern, I'd rather see you get a classic full set at $145 than a partial set that doesn't look polished. Plus, partial sets have shorter retention because there's less adhesive contact. What if we started with a classic set and you can always go lighter at your fill?"

OBJECTION 17: "I'm going on vacation and don't want to deal with them."

Reframe + Offer Travel Solution:

"Actually, vacations are one of the BEST times to have lash extensions! Think about it: no mascara running in the pool, no smudging in humidity, no makeup bag full of eye products. You wake up at the resort, brush your lashes, and you're ready for breakfast. I include a travel aftercare kit with every volume set — mini cleanser, wand, and instructions. The only thing to avoid is steam rooms and saunas for the first 48 hours. If you're going somewhere tropical, the humidity actually helps the adhesive cure! Want me to show you the travel kit?"

OBJECTION 18: "I work out every day and sweat a lot."

Educate + Aftercare Focus:

"Daily sweat isn't a problem at all — I have tons of clients who are athletes and trainers. The key is aftercare: cleansing your lashes daily with a lash-safe cleanser removes salt and oils from sweat that can break down adhesive. I include a cleanser with every full set, and honestly, sweaty clients who cleanse daily often get BETTER retention than clients who don't sweat but also don't cleanse. The only thing to avoid is heavy sweating for the first 48 hours after a new set. After that, sweat away — just cleanse afterward. Are you currently doing any eye makeup or mascara for workouts?"

OBJECTION 19: "I'm too old for lash extensions."

Warm + Reframe + Show Examples:

"I hear this sometimes, and honestly, it makes me sad because there's no such thing as 'too old' for feeling beautiful. Some of my most loyal clients are in their 50s, 60s, and 70s. Lash extensions don't have an age limit — they have a 'natural lash health' limit, and that's what matters. If your natural lashes are healthy, we can absolutely create a gorgeous, age-appropriate set. In fact, many of my mature clients tell me lashes make them look more awake and youthful without looking 'trying too hard.' Would you like to see some photos of sets I've done on clients in your age range?"

OBJECTION 20: "I want to try them but I'm nervous."

Normalize + Reduce Risk + Start Small:

"Nervous is completely normal — you're trusting someone with your eyes! Here's what I do for nervous first-timers: First, we do a full consultation where I explain everything before we start. Nothing happens without your full understanding and comfort. Second, I start conservatively — a classic set with shorter lengths so you can see how they feel. Third, if at ANY point during the application you feel uncomfortable, we stop immediately. No pressure, no judgment. And finally, my 7-day guarantee means if you don't love them, I'll adjust or remove them at no charge. You're in control the entire time. How does that sound?"

OBJECTION 21: "Do you do fills from other lash artists?"

Explain Policy + Position Safety + Offer Alternative:

"I don't fill work from other artists, and I know that might be inconvenient, but here's why: I need to ensure the adhesive compatibility, isolation quality, and extension weight are safe for your natural lashes. If another artist used a different adhesive or technique, I can't guarantee the integrity of the set. What I CAN do is a safe removal of the existing extensions ($45) and then a fresh full set designed exactly for your lashes and goals. That way you get the best possible result and I can stand behind the work 100%. Would you like to book a removal and fresh set consultation?"

OBJECTION 22: "Can you do a lash lift instead?"

Acknowledge + Compare + Guide:

"Absolutely! Lash lifts are $75 and they're gorgeous — they curl your natural lashes and last 6-8 weeks. Here's the difference: a lift enhances what you have, while extensions add length and volume you don't have. If your natural lashes are decent length but just straight, a lift might be perfect. If you want length, fullness, or a more dramatic look, extensions are the way to go. Want me to look at your natural lashes and give you my honest recommendation for what would work best for your goals?"

OBJECTION 23: "I have very sparse/short natural lashes."

Educate + Set Realistic Expectations + Offer Solutions:

"Sparse natural lashes are actually more common than you think, and they don't mean you can't have beautiful extensions. Here's what we can do: First, I'll assess the health of your natural lashes — if they're fine but sparse, we can use ultra-light extensions (0.05-0.07mm) that won't weigh them down. Second, I might recommend a growth serum to strengthen your natural lashes over time. Third, if they're extremely sparse, we might start with a more conservative classic set and build up as your natural lashes get stronger. The key is protecting your natural lashes while enhancing what you have. Let me take a look and give you my honest assessment."

OBJECTION 24: "I want to bring my daughter/teenager."

Set Boundaries + Explain Policy + Offer Alternatives:

"I love that you want to share this experience! My policy is that clients must be 16 or older with parental consent, or 18+ without. For teens, I require a parent to be present during the consultation and service. I also start teen clients very conservatively — shorter lengths, classic sets only — to protect their natural lashes which are still developing. And I always educate both the teen and parent on aftercare responsibilities. If your daughter is under 16, I'd recommend waiting a year or two. In the meantime, a lash lift or brow tint can be a fun introduction to professional eye services. How old is your daughter?"

OBJECTION 25: "I need to cancel/reschedule my appointment."

Policy Enforcement + Relationship Preservation:

"Of course — life happens. Just a reminder of our policy: we require 24 hours notice for cancellations and rescheduling. Since we're within [timeframe], a $35 late cancellation fee will apply. [If 24+ hours:] No problem at all! Let me find you a new time. I have [Day] at [Time] or [Day] at [Time]. Which works? [If under 24 hours:] I understand things come up. Since we're within 24 hours, the $35 late cancellation fee applies. However, if you reschedule within the next 7 days, I'll apply that $35 as a credit to your rescheduled appointment. Let's get you a new time that works."

OBJECTION 26: "I've never heard of your studio before."

Build Credibility + Social Proof + Invitation:

"That's fair — I'm still growing! Here's what might help you feel confident: I've been doing lashes for [X] years, I have [X] 5-star Google reviews from real clients, and I post all my work on Instagram so you can see exactly what I do. I also offer a 7-day satisfaction guarantee — if you don't love your set, I'll make it right. And every new client consultation is free with no obligation to book. Would you like to look at my Instagram or Google reviews, or would you prefer to just come in for a consultation and see if we're a good fit?"

OBJECTION 27: "I want to book a fill but it's been 6+ weeks."

Educate + Recommend Full Set + Offer Path Forward:

"I'm so glad you're coming back! After 6 weeks, most clients have lost 60-70% of their extensions, which means a fill would take almost as long as a full set and won't look as full or last as well. At that point, I usually recommend a full set so you get the best result and value. A fill after 6 weeks is $75 but takes 75+ minutes, while a classic full set is $145 and gives you a completely fresh, beautiful base that lasts 3-4 weeks. Which would you prefer — the full set for the best result, or would you like me to assess your lashes when you come in and we can decide together?"

OBJECTION 28: "Why do I need a consultation? I know what I want."

Reframe Value + Save Time + Set Expectations:

"I love that you're decisive! The consultation isn't about selling you — it's about making sure what you want is what will actually work best for your eyes. I've had clients say 'I want volume' but their natural lashes were too fine to support volume fans safely. The consultation takes 15-20 minutes and saves us both from a result that doesn't work. Plus, I'll show you lash samples, curl options, and mapping styles so you can make an informed choice. It's actually faster than doing a set and then having to redo it because the style wasn't right. Does 15 minutes sound reasonable?"

Product Attachment — Lash Cleanser

"The #1 factor in how long these last is what you do at home. This cleanser is specifically pH-balanced for extensions — regular face wash breaks down the adhesive. It's $28 and lasts 8 weeks. Without it, you might need fills 25% more often — that costs you an extra $60 over two months. Should I add one to your visit today?"

Product Attachment — Complete Care Kit

"Since you're investing in a beautiful set, I want to make sure you protect that investment. Our Complete Care Kit has the cleanser, growth serum, silk sleep mask, and cleansing brush — everything you need for the best retention. It's $78, which saves you $22 versus buying separately. Plus the growth serum strengthens your natural lashes, giving your extensions an even better foundation. Should I add the kit to your checkout today?"

Rebooking Script

"Your lashes look incredible. Based on your 3-week cycle, let's get you scheduled for [date 3 weeks out]. I have Thursday at 5:30 or Saturday at 10 AM. Which works better? Perfect. And since you're pre-booking, you get 10% off that fill — so it's $67 instead of $75. I'll send you a confirmation text with the details."

Brow Add-On Script

"While you're looking, I want to show you something. Your brows have great natural shape, but a tint would really frame these lashes and give you that complete, polished look. It takes 15 minutes and is $35. Between your lashes and tinted brows, you'd basically be makeup-free every morning. Want to add a brow tint to today's visit?"

Membership Pitch Script

"[Name], I've been looking at your appointment history. You come every 2.5 weeks for hybrid fills at $75 each. That's about $195 a month. Our Lash VIP membership is $99 a month — unlimited fills, 15% off products, and priority booking. You'd save about $96 a month PLUS get the discounts. That means the membership basically pays for itself after your second fill. Want me to sign you up today? It takes 2 minutes and starts immediately."

Referral Ask — At Mirror Reveal

"I'm so happy you love them! If you have friends who've been asking about your lashes, I have referral cards here. You both get $25 off your next visit. [Hand 3 cards] There's no limit — refer 5 friends, get $125 off. Refer 10, get $250 off."

Review Ask — Text Follow-Up

"Hi [Name]! Hope you're still loving your lashes. If you have 2 minutes, would you leave me a quick Google review? It helps my small business more than you know. [Direct Google review link]. Thank you so much! —[Your Name]"

48-Hour Appointment Reminder

"Hi [Name]! This is [Your Name] from [Studio]. Friendly reminder: you have a [service] appointment on [Day] at [Time]. Please reply CONFIRM or call [number] if you need to make changes. Late cancellations (under 24 hours) incur a $35 fee. See you soon!"

Post-Service Follow-Up (24 hours)

"Hi [Name]! Just checking in — how are your new lashes feeling? Any questions about aftercare? Remember: no water or steam for the first 48 hours. If anything feels uncomfortable, text me immediately. Your aftercare guide is here: [link]. Enjoy your new lashes! —[Your Name]"

No-Show Follow-Up

"Hi [Name], I held your [Time] appointment today but didn't see you. Hope everything is okay! Please call me at [number] to reschedule. Note: Our $35 no-show fee applies, which can be credited to your next visit. —[Your Name]"

Win-Back Text — Lapsed Client (6 weeks)

"Hi [Name]! I miss seeing you at [Studio]. Your lashes were looking amazing last time. It's been a while — want to get back on your lash schedule? I have [Day] at [Time] or [Day] at [Time] available this week. And I'd love to offer you $15 off your next fill as a welcome-back gesture. Let me know! —[Your Name]"

Membership At-Risk Intervention

"Hi [Name]! I noticed you haven't used your membership fills lately. Everything okay? If your schedule has changed, we can adjust your plan or even pause for a month. I'd also love to offer you a complimentary brow tint with your next fill — just my way of saying thank you for being a member. Let's get you scheduled! —[Your Name]"

These scripts are designed to be:

Practice Protocol:

Clozo Academy Proprietary Curriculum