Drive Higher Revenue with Retail Product Sales
MY CSM shared that salons like mine do a revenue ratio of almost 10% of products to services. Mine is only at 3%. How should I attract more guests to buy products?
Business Problem
The business's product sales contribute only 3% of total revenue, compared to an industry benchmark of around 10%. Guests enjoy services but rarely purchase recommended retail products. The goal is to increase product sales by improving visibility, staff promotion techniques, and guest incentives while ensuring the process feels natural and value-driven.
Diagnose First: Establish Your Baseline
Before acting, confirm your current product-to-service revenue ratio in Zenoti:
Navigate to Reports > Products > Product Sales Report to get your total retail product revenue for the last 3 months.
Navigate to Reports > Services > Service Sales Report for your total service revenue over the same period.
Divide product revenue by service revenue — if the result is below 10%, use the sections below to close the gap.
Check Reports > Employees > Employee Performance Report > Filter: Product Sales to identify which staff are actively selling products and who needs coaching.
Review Reports > Marketing > Campaign Summary to check if any past product promotion campaigns have run and what their response rate was.
Use these numbers as your baseline to measure progress monthly.
Business Conditions
Zenoti Configuration Conditions:
Zenoti POS and Inventory modules are active.
Retail products are set up in Zenoti with images, descriptions, and prices — verify under Organization > Products.
Products are marked as available for sale at POS and/or Webstore under Organization > Products > [Product] > Availability Settings.
Products are linked to related services under Organization > Services > [Service] > Related Products.
Email/SMS marketing credits are available in the account.
Webstore and/or Customer Mobile App (CMA) are active.
Operational Conditions:
The business stocks professional-grade retail products.
Service providers and front desk staff are trained to recommend retail products naturally.
In-salon product displays are clean, visible, and well-stocked.
Zenoti Solutions
Product and Package Configuration
Ensure Product Setup in Zenoti is Accurate:
Update product images, short descriptions, and retail prices in Zenoti under Organization > Products > [Product] > Edit.
Link products to related services so they surface as recommendations at checkout — navigate to Organization > Services > [Service] > Related Products > Add Product > Show at Checkout: On.
Mark retail products as available for sale in POS and/or Webstore under Organization > Products > [Product] > Availability Settings > Enable POS / Enable Webstore.
Create Bundled Service + Product Packages:
Example: "Keratin Service + Home Care Kit" or "Facial + Serum Combo."
Navigate to Organization > Packages > Create Package to bundle complementary services at a slight discount.
Note: Zenoti packages primarily bundle services. To include a physical retail product, add it as a recommended add-on via the Related Products setting rather than as a package line item.
Prepaid or Membership Inclusion:
Add a retail product credit in membership plans to nudge regular purchases — navigate to Organization > Memberships > [Plan] > Benefits > Add Product Credit (e.g., {currency} product credit per month).
Product Category Offers:
Configure product-specific discounts via Marketing > Promotions > New Promotion Rule — select product category, discount type, and validity period.
For "Buy X, Get Y" style offers, use Marketing > Promotions > New Promotion > Type: Buy X Get Y > Apply To: Products.
Get Discovered and Capture Attention (Marketing)
Segment Guests Based on Service History:
In Marketing > Campaigns > New Campaign, use the Guest Segments filter to identify:
Guests who received specific services (e.g., hair colour, facial) but have no product purchase history.
Guests who purchased a product 30–45 days ago and are due for a refill.
Target these guests with focused Email/SMS campaigns.
Marketing Campaign Ideas:
"Maintain your glow between visits – shop your stylist's favourites today!"
"Buy your home care essentials at 15% off when you book a service."
"Don't let your colour fade – take home our colour care kit!"
Cross-promotion Campaigns:
Include product recommendations in post-visit thank-you emails — configure via Marketing > Automation > Create Rule > Trigger: Invoice Closed > Action: Send Email > Include: Related Product Recommendation.
Highlight "Product of the Month" with staff picks — create a dedicated campaign under Marketing > Campaigns > New Campaign > Type: Product Promotion.
Social Media Marketing (External Action):
Post short videos of stylists demonstrating how retail products enhance service results on Instagram and Facebook.
Generate your webstore product URLs from Organization > Webstore > Products > Copy Link and include them in social media posts manually. Note: Zenoti does not have a native social media product-tagging integration.
POS, Digital Presence, and CMA
POS Recommendations:
Enable product recommendations to appear at checkout by linking products to services — navigate to Organization > Services > [Service] > Related Products > Show at Checkout: On.
Create consultation scripts for staff: "To maintain your treatment results at home, we recommend this product."
Simplify Product Sales in POS:
Ensure products are barcoded and added to the POS catalog under Organization > Products > [Product] > Barcode for quick scanning at checkout.
Train front desk to confirm home care needs during billing: "Would you like to take home the product we used today?"
Product Refill Reminders:
Set up an automated refill reminder via Marketing > Automation > Create Rule > Trigger: Product Purchase > Delay: 30 days > Action: Send SMS/Email: "Running low on your [product name]? Reorder now and keep your results going."
Webstore Product Catalog:
Display products under categories like "Staff Favourites," "Salon Exclusives," or "Post-Treatment Essentials" — configure under Organization > Webstore > Product Categories > Reorder.
Add product bundles with short "how-to-use" descriptions to increase perceived value.
Customer Mobile App (CMA):
Promote limited-time product offers via Marketing > Push Notifications > New Notification: "Your stylist's must-have – 10% off this week only!"
Ensure product purchase history is visible in guest CMA profiles — verify under Organization > CMA Settings > Guest Profile > Show Purchase History: On.
Google Shopping (External Action):
Listing retail products on Google Shopping requires setting up a Google Merchant Center account (outside Zenoti). This increases discoverability for guests searching for specific products online.
Employee Management
Staff Commission and Incentives:
Enable product commission for service providers and front desk staff — navigate to Organization > Employees > [Employee Profile] > Commission Settings > Product Commission > Set %.
Example: 5% commission on every retail sale to motivate consistent recommendation.
Retail Sales Performance Tracking:
Run monthly reviews of Reports > Employees > Employee Performance Report > Filter: Product Sales to identify top sellers and those needing additional coaching.
Recognise top performers — "Top Retail Seller of the Month" — to sustain healthy competition.
Upselling Training (Operational Action):
Use role-play sessions to teach staff how to recommend products naturally — focus on education (benefit to the guest), not pressure selling.
Tie training outcomes back to the Employee Performance Report to show staff their own progress.
Retain, Reward, and Manage Guests
Loyalty Program Integration:
Award loyalty points for retail purchases to incentivise regular shopping — configure via Marketing > Loyalty > Edit Program > Earn Points On: Product Purchase > Set Points Per {currency}.
Example: Double points for products related to the guest's most recent service.
Milestone Product Rewards:
Create milestone rewards for repeat buyers via Marketing > Loyalty > Edit Program > Milestone Rewards > Add Milestone:
After 1st product purchase = {currency} credit
After 3rd purchase = free travel-size product
After 5th purchase = premium product of choice
Product Refill Loyalty Bonus:
Guests who reorder within 45 days earn bonus points — set a time-bound condition under Marketing > Loyalty > Edit Program > Referral Bonus Points > Date Range.
Personalized Thank-you Messages:
Automate a thank-you message after each product purchase via Marketing > Automation > Create Rule > Trigger: Product Purchase > Action: Send SMS/Email: "Thanks for taking home [product name]! Let us know how you get on."
Track, Measure, and Scale with Reports
Report
Where to Find It
What to Track
Product Sales Report
Reports > Products > Product Sales Report
Total retail revenue by product and category
Service Sales Report
Reports > Services > Service Sales
Total service revenue (use alongside Product Sales to calculate ratio)
Employee Performance Report
Reports > Employees > Employee Performance > Filter: Product Sales
Top retail sellers; identify training needs
Stock Movement Report
Reports > Inventory > Stock Movement Report
Fast and slow-moving products; avoid overstock
Campaign Summary Report
Reports > Marketing > Campaign Summary
Which product promotions drove the most conversions
Guest Retention Report
Reports > Guests > Guest Retention Report
Repeat buyers vs. one-time purchasers
Note on Product-to-Service Ratio: Zenoti does not have a single dedicated report for this ratio. Calculate it manually each month: (Product Sales Revenue ÷ Service Sales Revenue) × 100. Target: move from 3% toward 10% over 6 months.
Review these reports monthly for the first 3 months, then quarterly once trends stabilise.
Priority Roadmap
Timeframe
Actions
Quick Wins (Week 1–2)
Link products to services (Show at Checkout), enable product commission, set up product refill automation, add Webstore product categories
Month 1
Launch segmented product campaign, configure milestone loyalty rewards, run first "Product of the Month" campaign, brief and script front desk staff
Month 2–3
Introduce membership product credits, run push notification product promotions, review Employee Performance Report, add bundled product packages
Ongoing
Monthly product-to-service ratio calculation, iterate campaigns based on Campaign Summary data, recognise top retail sellers
If Results Are Below Target
Contingency (If product sales remain below 5% after Month 2):
If pricing is the barrier, review product retail prices — ensure perceived value justifies the cost. Adjust under Organization > Products > [Product] > Price.
If staff participation is low, reintroduce product-focused training sessions and link results to the Employee Performance Report.
If product visibility is poor in-store, rearrange displays near mirrors and checkout areas (Operational Action).
Offer limited-time "Add-on Discounts" — e.g., 10% off any retail product with a service booking — configure in Marketing > Promotions > New Promotion Rule.
Introduce product sampling for premium items to drive first-time trials — coordinate with product vendors for in-salon demo events (Operational Action).
Mitigation (Reduce the risk of low response before campaigns launch):
Before launching any product campaign, pilot with a small segment (30–50 guests with matching service history) via Marketing > Campaigns > Audience > Custom Segment.
Survey guests on why they don't purchase retail — use Organization > Feedback Settings > Custom Survey to create a short 2–3 question post-visit survey.
Ensure all products have up-to-date images, prices, and descriptions before promoting — run a product catalog audit under Organization → Products → Bulk Edit.
Confirm product commission is active for all relevant staff before launching any incentive programme — verify under Organization > Employees > Commission Settings.
Expected Outcomes (90 Days)
Metric
Target
Product-to-service revenue ratio
Increase from 3% to ≥ 6% within 90 days
Retail transactions per week
20–30% increase from baseline
Staff product commission uptake
≥ 80% of service staff actively selling at least 1 product/week
Campaign open rate (Email/SMS)
25–35%
Loyalty points redeemed on products
≥ 40% of loyalty members making at least 1 product purchase
Last reviewed: March 2026 | Applicable to: All Zenoti subscription tiers (note: Loyalty, Membership, and CMA Push Notification features require respective modules to be active)