How to Train Your Front Desk Staff to Upsell & Boost Med Spa Revenue
When it comes to growing your med spa’s revenue, most business owners jump straight to paid ads, new treatments, or influencer campaigns. But one of your most powerful (and often overlooked) revenue drivers is sitting right at your front desk.
Yes—your front desk staff.
They are the first impression, the last goodbye, and the voice your clients hear when booking, rescheduling, or asking about treatments. With the right training, your front desk team can go from simply managing appointments to strategically upselling and increasing your average transaction value—without being pushy or salesy.
Here’s how to turn your front desk into a revenue-generating machine.
Why Front Desk Upselling Works
Upselling at the front desk isn’t about pressure—it’s about education and enhancement. Clients trust your team, and that trust is a major opportunity to:
Encourage package upgrades
Recommend add-on services
Highlight memberships or monthly subscriptions
Book future appointments before they walk out the door
Boost product sales with personalized suggestions
Every conversation is a touchpoint that can either strengthen loyalty or leave money on the table.
Step 1: Educate Your Staff on Services & Benefits
Your front desk team can’t sell what they don’t understand. Go beyond just reading service names—train them on what each treatment does, who it’s best for, and what results it offers.
✔ What’s the difference between Microneedling and RF Microneedling?
✔ What treatment pairs best with Botox or filler?
✔ What aftercare products are must-haves post-procedure?
Bonus Tip: Create a service benefits cheat sheet or hold monthly “Lunch & Learn” sessions with providers to break down new or advanced treatments in everyday language.
Step 2: Create Natural Conversation Starters
Nobody likes a hard sell—so your team needs scripts that feel informative, helpful, and personalized.
Examples:
“Did you know we offer a package for that treatment? It saves you 15% and includes a free booster.”
“A lot of clients pair this facial with LED light therapy to enhance results—would you like to add that today?”
“Since you’re already doing neurotoxins, your provider might recommend Sculptra or microneedling to improve skin texture. Want me to check pricing or availability?”
Equip your team with phrases that feel natural and service-oriented, not salesy.
Step 3: Teach the Power of Bundling & Memberships
Many med spa clients are happy to invest in their skin or wellness journey—they just need someone to guide them through their options.
Make sure your front desk staff understands:
The pricing breakdown of packages vs. single sessions
The value of memberships (monthly facials, discounts, perks)
Seasonal promotions and when they end
What treatments are safe to bundle or schedule together
💬 Example:
“When you book three sessions today, we include a complimentary product to enhance your results—want me to hold that promo for you while you check your calendar?”
Step 4: Use Booking Software to Prompt Upsells
Don’t rely solely on memory—use your booking system as a sales assistant.
Set up automated alerts or notes that prompt staff to:
Offer a package when someone books a single session
Remind clients of expiring credits or points
Suggest retail products based on previous treatments
A little tech support + confident communication = higher conversions.
Step 5: Set Goals and Track Performance
Incentivize your front desk team just like you would your providers.
Track metrics like:
Average transaction value
% of clients booked with add-ons
Retail product sales
Membership sign-ups or upgrades
Offer bonuses, gift cards, or shoutouts when they hit their numbers—it builds excitement and ownership around upselling.
Step 6: Roleplay Real Scenarios Regularly
Scripts and product knowledge are one thing—confidence is another.
Hold monthly roleplaying sessions to help your team practice:
Recommending add-ons
Handling objections (“I’ll think about it”)
Introducing new treatments
Encouraging rebooking or prepaying for packages
The more they practice, the more natural (and effective) their delivery becomes.
Final Thoughts: Your Front Desk Is Your Front Line
Too often, med spa owners pour energy into marketing strategies while overlooking the human touchpoints that actually drive conversion. Your front desk team already interacts with every client—train them to do it with confidence, clarity, and an upselling mindset.
✅ Educate your team
✅ Equip them with tools and scripts
✅ Track performance and celebrate wins
✅ Make it a seamless, helpful part of the client journey
At Golden Hour Co., we help med spas implement strategies that elevate the client experience and boost bottom-line results—including front desk sales training, marketing automation, and brand messaging that converts.
📩 Ready to turn your front desk into your most profitable marketing asset? Let’s talk.
