Conference Training Presentation

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Structure
of the Skin


The Epidermis
The epidermis, the top most layer of skin, is only 0.1 to 1.5 millimetres thick. It is made up of five layers: the basal
cell layer, the squamous cell layer, the stratum granulosum, the stratum lucidum, and the stra-tum corneum.
Working together, these layers continually rebuild the surface of the skin from within, maintaining the skin‘s strength
and helping thwart wear and tear.
The process begins in the basal cell layer, the innermost layer of the epidermis. This layer houses small round cells
called basal cells. These cells constantly divide, with the new cells constantly pushing older ones on a migration
toward the surface of the skin. The basal cell layer is also called the stratum germinativum because it is con-stantly
producing, or germinating, new cells.
The basal cell layer also contains melanocytes, specialized cells that produce a pigment called melanin. Melanin
protects the skin against sun damage, and its rate of production determines skin color—the more melanin produced
in the skin, the darker the skin appears. Exposure to the sun causes the melanocytes to increase melanin production
in an effort to shield the skin from damaging ultraviolet rays; the resulting effect is a suntan. Freckles, birthmarks,
and age spots are also caused by patches of melanin within the skin.
Above the basal cell layer is the squamous cell layer, also called the stratum spinosum or ―spiny layer‖ because the
cells are held to-gether with spiny projections. Here lie the basal cells that have been pushed upward; these
maturing cells are now called squamous cells, or keratinocytes. They have begun to produce keratin, a tough,
protective protein that makes up a large part of the structure of the skin, hair, and nails. (Horses‘ hooves, fish
scales, and animal horns are also made of keratin.)
The squamous cell layer is the thickest layer of the epidermis. This is the layer of the skin that helps to move certain
substances in and out of the body; it‘s also where blisters form when the skin is chafed. The squamous cell layer
also contains cells called Langerhans cells, If the skin becomes damaged, these cells latch onto invading antigens,
substances that are foreign to the body, and alert the im-mune system to their presence.
The keratinocytes from the squamous layer are then pushed up
through two thin epidermal layers called the stratum granulosum and the stratum lucidum. As the cells migrate, they
enlarge, flatten, and bond together, then eventually become dehydrated and die. The process fuses the cells into
layers of tough. durable material, which continue to rise toward the skin‘s surface.
As the layers near the surface, they become part of the stratum corneum, the outermost, visible layer of the
epidermis. The stratum corneum (or ―horny layer,‖ because its cells are toughened like an animal‘s horn) is made
up of 10 to 30 thin layers of these dead cells. Ex-ternal pressure or friction can cause thickened areas in the stratum
corneum known as corns or calluses.
As the outermost cells give way to wear and tear, they are re-placed from within by new layers of strong, long-
wearing cells. In the average adult, it takes nearly a month for the stratum corneum to be completely replaced. The
replacement process generally slows with age, though in some people it becomes abnormally accelerated, causing
a flaky, scaly skin condition known as psoriasis.


The Dermis
The dermis, which lies (just beneath the epidermis, is I .5 to 4 millimetres thick-the thickest of the three
layers of the skin. It‘s also home to most of the skin‘s structures, including sweat and oil glands (which
secrete substances through openings in the skin called pores, or comedos), hair follicles, nerve endings, and
blood and lymph ves-sels. But the main components of the dermis are collagen and elastin.
Collagen is a tough, insoluble protein found throughout the body in the connective tissues that hold muscles
and organs in place. In the skin, collagen supports the epidermis, lending it its durability. Elastin, a similar
protein, keeps the skin flexible. This is the substance that allows the skin to spring back into place when
stretched: the scientific reason a funny face won‘t stay that way, no matter what your mother told you. The
properties of collagen and elastin fade with age, giving rise to wrinkles and sagging skin.
In addition to collagen and elastin, you‘ll find water in the dermis. In fact, much of the body‘s water supply is
stored there. When the amount of stored water is increased—for example, when you‘re retaining water—the
skin becomes tight and stretched as it expands to accommodate the surplus. The dermis also contains
scavenger cells from the immune system. In the event that a foreign organism makes it past the epidermis,
these cells will engulf and destroy it.
Several structures can be found in the dermis. Sweat glands, numbering about 3 million in the average
person, are the most numer-ous and are classified according to two types: the apocrine glands and the
eccrine glands.
Apocrine glands are specialized sweat glands that can be found only in the armpits and pubic region. In
animals, it is the apocrine glands that secrete the scents used to attract a mate; however, no one is sure of
their function in humans. What we do know is that these glands secrete a milky sweat that encourages the
growth of bacteria responsible for body odor. These glands are activated at puberty when stimulated by
hormones.
The eccrine glands are the true sweat glands. Found over the entire body, these glands regulate body
temperature by bringing water via the pores to the surface of the skin, where it evaporates and releases
heat. These glands respond to heat, exercise, and fever, and some eccrine glands, such as those on the
palms, respond to emotional stress, as well. It‘s these glands that give you clammy hands when you‘re
nervous.
Unlike apocrine glands, eccrine glands function from child-hood, though they do increase their activity at
puberty. Though these glands can produce up to two litres of sweat an hour when they‘re working at their full
potential, they‘re not usually to blame for body odour. These glands secrete mostly water, which doesn‘t
encourage the growth of odour-producing bacteria.
(continued…)

The Dermis (…continued)
The dermis is also home to the sebaceous, or oil, glands, which are attached to hair follicles,
cylindrical structures that house the roots of the hair. Sebaceous glands can be found everywhere on
the body except for the palms of the hands and the soles of the feet. Usually called into action by
hormones during puberty, these glands secrete oil that helps keep the skin smooth and supple. The
oil also helps keep skin waterproof and protects against an overgrowth of bacteria and fungi on the
skin. At times, these glands overproduce and cause acne, a condition in which pores become
clogged and inflamed.
Nerve endings can also be found in the dermis. Of course, these
structures are responsible for the sense of touch, relaying information to the brain for interpretation.
They also signal temperature to the brain and, if necessary, trigger shivering, an involuntary
contraction and relaxation of muscles. This muscle activity generates body heat.
Finally, blood and lymph vessels are found in the dermis. The blood vessels bring nutrients and
oxygen to the skin and remove cell waste and cell products. The blood vessels also carry the vitamin
D produced in the skin back to the rest of the body. Enlarged vessels that can be seen through the
skin are known as spider veins or vari-cose veins. Broken blood vessels appear as bruises.
The lymph vessels bathe the tissues of the skin with lymph, a milky substance that contains infection-
fighting immune system cells. The cells work to destroy any infection or invading organisms as the
lymph gradually circulates back through the body‘s tissues to the lymph nodes.

The Hypodermis
The subcutaneous tissue (hypodermis) is the deepest layer of the skin. It is missing on parts of the
body where the skin is especially thin-the eyelids, nipples, genitals, and shins. Subcutaneous tissue
acts both as an insu-lator, conserving body heat, and as a shock absorber, protecting in-ternal
organs from injury. It also stores fat as an energy reserve in the event extra calories are needed to
power the body. The blood vessels, nerves, lymph vessels, and hair follicles also cross through this
layer.


Common Skin Skin Surface:
Dermatitis

Problems Areas Dry skin
Flaky skin
Oily skin
Discoloration
Subaceous Gland:
Age spots
Blocked Gland
Dull skin
Cysts
Blackheads
Capillaries &
Whiteheads Veins:
Acne Surface veins
Pimples Broken
Excessive oil secretion capillaries

Sweat Gland:
Blocked Gland
Hair Follicle: Cysts
Ingrown hairs Acne
Deep-seated Pimples
Inflammation
Septic pores
Sebum-related
blockages


Acne
• Description of Acne
• Acne is the scientific term for what we normally call pimples, blackheads,
whiteheads or nodules that form on the face, chest, upper back or
shoulders.
• Acne sufferers experience persistent, recurring reddish blemishes on the
face, chest, shoulders, neck, upper back or buttocks.
• When these blemishes are spots that have a dark, open centre, they are
called blackheads.
• Whiteheads are spots that bulge under the skin and have no opening.
• Pimples, on the other hand, are whiteheads that rupture.
• The boil-like lumps are called nodules.
• Despite the common myth, poor hygiene or poor diet does not cause Acne.
• It is believed to be the result of an overproduction of sebum, a waxy
substance that lubricates the skin.
• The sebum may plug a hair follicle, bacteria grows inside the blocked follicle
resulting in an inflammation.
• This can result in a pimple, or in rare cases, a boil or a cyst.
• Acne is an outbreak of many pimples, blackheads, etc.


Dry Skin
• Causes of Dry Skin
• As we grow older, our skin changes.
• It begins to lose its capacity to retain moisture.
• This loss of moisture retention capacity is intensified by climatic conditions -
sun, wind, and low humidity.
• As a consequence, our skin becomes drier, more wrinkled, and spots and
growths may appear.
• Aside from being somewhat unsightly, dry skin can be itchy and, if the skin
becomes extremely dry, can become painful.
• Remedies for Dry Skin
• The remedy is to treat the skin with substances that enhance its moisture-
retention capabilities.
• In early adulthood, our skin cells begin to become more porous and less
elastic.
• When a moisturizer is applied, it hydrates the cells, but the cells quickly lose
the moisture. If substances that work synergistically together to restore the
skin cells' elasticity are applied to the skin, then as the healing progresses,
the cells continue to admit moisture as before, but after the healing are
better able to keep it from escaping.


Eczema
• Causes of Eczema
• The condition known as eczema usually occurs in persons with a family
history of allergies.
• When people with eczema are exposed to a trigger factor, inflammation-
producing cells travel to the skin and release chemicals that make the skin
dry and flaky and may cause itching and redness.
• Common trigger factors are allergens, environment changes, infections, and
psychological stress.
• Eczema Treatment
• Since eczema dries out the skin, the most direct way to treat eczema is to
help the skin regain its moisture retention capacity.
• Just moisturizing your skin isn't enough.
the moisture.
• If substances that work synergistically together to restore the skin cells'
elasticity are applied to the skin, then as the healing progresses, the cells
continue to admit moisture as before, but after the healing are better able to
keep it from escaping.


Skin Inflammations

• Dealing with Skin Inflammations
• Skin Inflammations are often due to cuts or scrapes that have
become infected.
• Although inflammations often heal by themselves, in order to
eliminate the irritation as quickly as possible and to avoid unsightly
effects, it's a good idea to treat the inflammation.
• Treatment for Skin Inflammations
• The best treatment for inflammations is to fight the infection while at
the same time healing the damage that has already been done to
the skin.
• There are products that contain highly effective healing agents that
can both fight infections and restore the skin that has been cut or
otherwise damaged to a healthy state.


Itchy Skin
• Causes of Itchy Skin
• The primary cause of itchy skin is a lack of moisture in the our skin cells.
• As skin cells lose their moisture, the cells contract and causing the itchy
sensation.
• If the skin becomes very dry, the itchy parts may actually become painful.
• Remedies for Itchy Skin
elastic.
the moisture.


Psoriasis
• Causes of Psoriasis
• The condition known as psoriasis typically arises after the skin has been
cut, scratched, or severely sunburned.
• The skin becomes inflamed, producing red, thickened areas with silvery
scales, most often on the scalp, elbows, knees, or lower back.
• Because of the inflammation, the skin sheds rapidly - every three to four
days.
• Psoriasis Treatment - cure psoriasis the natural way
• Since Psoriasis is most likely to strike people whose skin cells have lost
their capacity to retain adequate moisture, the most direct way to treat
psoriasis is to help the skin regain its moisture retention capacity.
• Just moisturizing your skin isn't enough. When a moisturizer is applied, it
hydrates the cells, but the cells quickly lose the moisture.


Skin Rashes
• Causes of Skin Rashes
• Bacteria, viruses and fungi are common causes of skin rashes.
• Skin rashes can also be caused by insect bites, plants like poison
ivy, certain foods, abrasion, heat or sun exposure, chemical
pollutants, medications, cosmetics, or an overly dry environment.
• Skin Rash Treatment
• Since skin rashes dry out the skin, the most direct way to treat a skin
rash is to help the skin regain its moisture retention capacity.
• When a moisturizer is applied, it hydrates the cells, but the cells
quickly lose the moisture.
• If substances that work synergistically together to restore the skin
cells' elasticity are applied to the skin, then as the healing
progresses, the cells continue to admit moisture as before, but after
the healing are better able to keep it from escaping.


Stretch Marks
• Preventing Stretch Marks
• It's easier to prevent stretch marks than to get rid of them. By using shea
butter to make the skin on your stomach and breasts highly elastic before
your skin begins to stretch, it is possible to avoid stretch marks altogether.
• Getting Rid of Stretch Marks
• To get rid of stretch marks, you need to enhance your skin's elasticity and
provide it with a restorative to repair damage already done. Stretch marks
appear when your skin is stretched beyond its capacity. As your pregnancy
progresses, the skin on your stomach and breasts is stretched. If the
stretching happens rapidly and your skin isn't sufficiently elastic, purplish-
red lines - stretch marks - will appear.
• At this point, you need to do two things:
– Prevent the stretch marks from growing by making the skin around the
stretch marks more elastic,
– Make the stretch marks fade and soften by restoring the damaged cells
to a healthy state.


Sunburn
• Sunburn
• It's easy to get sunburned!
• And anyone who has been sunburned can tell you how painful it is.
• Sunburn results when the amount of exposure to the sun or other ultraviolet
(UV) light source (tanning beds, for example) exceeds the ability of the
body's protective pigment, melanin, to protect the skin.
• The long-term consequences of repeated overexposure to the sun are
significant.
• Once blistering occurs, sunburn actually doubles the likelihood of
developing skin cancer.
• In addition, chronic sun exposure causes premature wrinkling and aging of
the skin. Age spots (lentigo) are also a result of sun exposure.
• Treatment for Sunburn
• There are many products on the market that would adequately address the
moisture loss and pain aspects associated with sunburn, but there are no
products that treat the irreversible (and sometimes fatal) after-effects
• Prevention is better than cure.
• Rather recommend a reputable, branded product with a relevant SPF factor,
which is correct for the customer‘s skin type.


Wrinkles
• Causes of Wrinkles
• As we grow older, our skin changes. It begins to lose its capacity to retain
moisture. As a consequence, our skin becomes drier; wrinkles and
sometimes spots and growths appear. For beautiful younger-looking skin,
the most important thing to do is keep your skin moist.
• Reducing Wrinkles
• There are no proven ―age reversal‘ products.
• There are many products on the market that specifically treat and target
problem areas associated with the ageing process.
• For example, loose skin, wrinkles, creases, lines, etc
• We start ageing at 30.
• We stop regenerating new cells at 50, at a pace required to maintain the
skin‘s ability to retain elasticity.
• The best advice (and huge opportunity) is to encourage young ladies (post
pubescent), that moisturising is an integral investment.


Dry Chapped Lips
• Causes of Dry Chapped Lips
• Chapped lips are, of course, the result of our lips being too dry. Everyone
experiences dry chapped lips at one time or another, but some of us have a
severe and chronic problem. The explanation for severe and chronic dry lips
is that our skin has lost its moisture retention capacity. As a consequence, our
lips become easily chapped. The chapping further reduces the moisture
retention capacity and this vicious circle results in the problem becoming
chronic and increasingly severe.
• Treatment for Severe, Chronic, Dry Chapped Lips
• The remedy is to treat the lips with a substance that enhances their moisture-
retention capabilities. In early adulthood, all of our skin cells - including those
in our lips - begin to become more porous and less elastic. Our lips become
dry and chapped with increasing frequency. If a substance that both
moisturizes the skin and restores the skin cells' elasticity is applied to the lips,
then not only are the cells hydrated, but they gradually regain their elasticity
so that they are better able to keep moisture from escaping.
• (Note that when a petroleum-based lip balm is applied to the lips, it hydrates
the cells, but the cells quickly lose the moisture unless the petroleum-based
lip balm is frequently re-applied. Petroleum-based lip balm doesn't do
anything at all to improve the lips ability to retain moisture, and since
petroleum jelly keeps the skin from breathing, Petroleum-based lip balm can -
if used frequently - actually turn the annoyance of occasional dry chapped lips
into a chronic and severe problem.)


Perioral Dermatitis
• Causes of Perioral Dermatitis
• The exact cause of the condition known as perioral dermatitis is not known,
but it mostly affects women between the ages of 20 and 50.
• In addition to redness, there are usually small red bumps and mild peeling.
Sometimes there is mild itching and/or burning.
• The areas most affected are within the borders of the lines from the nose to
the sides of the lips, and the chin. Occasionally, the areas around the nose,
eyes, and cheeks can be affected.
• Perioral Dermatitis Treatment
• Since perioral dermatitis makes the skin very dry, any treatment of perioral
dermatitis needs to help the skin regain its moisture retention capacity.
the moisture.


Razor Bumps

• Causes of Razor Bumps
• Razor bumps occur when hair curls back into the skin and causes
inflammation. This condition is referred to as razor bumps because it
most commonly occurs as a result of shaving.
• Hair that has just been shaved is short and hence rigid; it also has a
sharp tip.
• Thus it can curl around and force its way back into your skin.
• Razor Bumps Treatment
• There are wonderful agents on the market for treating hair, so that its
moisture retention capacity is enhanced.
• Hair treated with these active ingredients becomes softer and more
pliable and consequently even curly hair is much less likely to force its
way back into the skin.
• Products specifically created for ingrown hair and inflammation, not only
contains a high moisturizing fraction, but also contains an extraordinarily
high healing fraction and so treats the inflammations that the in-grown
hair causes


Chapped Hands
• Causes of Chapped Hands
• Chapped hands are, of course, the result of your skin being too dry.
• Some people are more prone to dry hands than others, but almost everyone
experiences chapped hands at some point in their lives.
• The root of the chapped hands problem is that your skin does not have
adequate moisture retention capacity.
• As a consequence, your hands become rough and chapped.
• The chapping further reduces the moisture retention capacity and this vicious
circle results in the problem persisting.
• Chapped Hand Care
elastic. When a moisturizer is applied, it hydrates the cells, but the cells
quickly lose the moisture.


Hand Dermatitis
• Causes of Hand dermatitis
• Hand dermatitis (also known as hand eczema) can result from several
different causes, including constitutional factors, contact with irritants and
allergy.
• Some people are more prone to hand dermatitis than others.
• They often have a personal or family history of atopic dermatitis, asthma or
hay fever.
• Some have psoriasis, a common skin complaint best known for causing red
scaly patches on elbows, knees and scalp.
• Hand dermatitis Treatment
• Since hand dermatitis dries out the skin, the most direct way to treat it is to
help the skin regain its moisture retention capacity.
the moisture. If substances that work synergistically together to restore the
skin cells' elasticity are applied to the skin, then as the healing progresses,
the cells continue to admit moisture as before, but after the healing are better
able to keep it from escaping.


Split or Torn Cuticles
• Causes of Split or Torn Cuticles
• The purpose of cuticles is to form a barrier at your nail line to keep
infections out. When your hands become dry, your cuticles are often the
first indicator. Because cuticles need to be elastic in order to form a tight
seal with your nails, as soon as they become dry, they become hard and
soon after that the cuticles begin to split or tear. The root of the split or
torn cuticles problem is that your skin does not have adequate moisture
retention capacity.
• Caring for Split or Torn Cuticles
retention capabilities. Using a simple moisturizer has some beneficial
effect, but not enough. When a moisturizer is applied, it hydrates the
cells, but the cells quickly lose the moisture. If substances that work
synergistically together to restore the cuticles cells' elasticity are applied
to the hands, then as the healing progresses, the cells continue to admit
moisture as before, but after the healing are better able to keep it from
escaping. Thus the cells regain their elasticity and the cuticles no longer
split or tear.


BUT…
Above all, please bear the following in mind:

You are neither a trained physician nor a qualified
dermatologist. Please do not make assumptions for, or
promises, to customers if you have no idea what the problem
is (especially if the condition looks serious).
This could lead to serious allegations and customers may go
as far as hold the brand liable.

Leave malpractice to the guys who earn the big bucks…

After all… you refund your mistakes…
They bury theirs!


Don't let it stifle your
sales potential
Here's how to keep eight common phobias from
holding you back


Fear is one of the most powerful human
emotions.

Its grip is strong and persuasive.

To be a successful sales pro, learn to
identify and tame your fears, instead of
letting your fears control you.


Assume you're not in a place where your customers will
threaten you or your loved ones with bodily harm.
Rather, your fears are probably over what will happen if
you engage a new client, propose a high-cost solution,
and have to respond to their objections. The best way to
combat these fears is to talk to yourself, either out loud
or silently, and re-program your thinking.

Before making a sale, the first person you've got to sell
is yourself. Convince yourself that your offering has
value, that you have the right to call on quality
prospective customers, and that these same customers
would be well-advised to speak with you because of how
much benefit your offering could provide their operation.


1. Fear of meeting a new customer. quot;I'm already
not working with Customer A. If I engage them,
I'm really only risking a 'yes.'quot; Seen in this
light, you really aren't risking anything, so start
selling them today.

2. Fear that a high-level customer won't respond to
you. Remember, no matter how high up the
chain you're engaging, the customer is
human, too. She puts her pants on one leg at a
time, just like you.


3. Fear that customers are too busy to talk to you. Tell
yourself that most people work at least eight hours a
day and are responsible for finding ways to increase
revenues or decrease expenses or liability. Therefore,
they're paid to speak to people like you who can
help them achieve these goals.

4. Fear that a customer will be unkind to you.
Experienced salespeople know that the more
influential the person, the nicer they are in general.
They‟ve been there…


5. Fear that a customer might ask a question to which you don't
know the answer. First, learn everything possible about your
offering and your customer's situation to diminish the
likelihood of this and to build your confidence. Then, if a
customer stumps you, say, quot;You know, I have read X number
of books and Y magazines and spoken to Z experts on these
topics, but I'm not completely sure about your question. I want
to be sure you get the best answer for your situation. May I
get back to you?quot;

We are supplying you with customer cards, index tabs and
Perspex boxes.
Please use these to capture all required information.
The cards also indicate a follow-up date, so that you can
contact the customer, as a proactive initiative.


Customer Index Cards
This is the most important information. The Your primary objective is to ‘up-sell’ the
customer should be filed alphabetically, either customer to a brand that is ‘premium’, but to
by first or last name (whichever you are most date has been unattainable. This information
comfortable with). This is the first point of could also give you insight as to the
departure on building a ‘first name’ relationship! customer's budgetary position

Not every
customer is a Dis-
Chem Club Preferred Cosmetic
member. We Brand. The product they
need this currently use (and will in
information the immediate future),
(updated), in may not be what they
order to continue aspire to use... Find out!
to grow the
database (&
business)

One of the most
cost-effective VERY IMPORTANT!
ways to Many reasons, a) makes
communicate the customer feel
promotions, is via important (you care),
sms & e-mail. makes you look better
Always see if you (competence) & NB!
can get their NB! NB!... Generates
mobile number sales and builds
and e-mail relationships!
address.

Keep your date of purchase up to date. This VERY IMPORTANT. In order for you to assist your customer,
will allow you the opportunity to analyse know what they have tried, used and repurchased (or not) –
‘buying patterns’ and practice ‘predictive make notes on the reverse of the card if necessary, regarding
purchasing’ forecasts. reasons, etc.


6. Fear of losing your composure during an important
sale. I once heard a speaking coach comfort
wannabe speakers with the line quot;The good news is
it's physically impossible to pass out, throw up, and
cry all at the same time.quot; This applies to salespeople
too. Be prepared to meet your customers so you can
be mentally present when you're in front of your
customer. Then you can deal with any challenges or
surprises if they happen.


7. Fear that something embarrassing will happen
during a sale. If this really does happen, laugh.
My parents used to tell me, quot;When things go
wrong, you can laugh or cry. Why not laugh?quot;
You may have to force your laughter to get
started because it's so awful or embarrassing,
but laughter eases almost any situation.


8. Fear that if you lose a major sale or client, your
business or career will collapse. Throughout my
years in sales, I have lost several big clients and
deals. Recalling the losses, and subsequent
wins, strengthens me. I remind myself that the
worst has happened before and I'm still standing
- in fact, I'm thriving. If the worst happens again,
I know I can survive it again - and emerge even
stronger than I was before.


Fear can be like a grizzly bear that roars so loudly
you cover your eyes and ears - and thereby miss
prime selling opportunities.
Don't let it happen!
Remember that your customers have fears, too.
It‘s your job to make them feel at ease!
In the meantime, happy selling!


―Learn, Teach, Sell‖
Yourself to More Sales!


Every sale you make needs to include the ―Learn,
Teach, Sell‖ concept.
Today‘s customer has many options available to
them.
Rarely are we in a position to sell to a customer
something that is so unique and compelling that
they have no other choice but to buy from us.
To help create a competitive edge in the
marketplace, we must find ways to distinguish
our selling process from our rival‘s.



One of the most effective ways to do this is to use
each contact to “learn” something about the
customer and to “teach” them something about
the business.
When we take the time to both ―learn‖ from and
―teach‖ the customer something, then we have
earned the right to “sell” them.
This is a consultative selling approach.



―Learning‖ something about the customer is
absolutely essential if we are going to be in a
position to help identify their true needs.
Therefore, the questions you ask must allow you
to gain information that can be used either in the
current sale or at a later time with the customer.
An example might be finding out from a customer
(subtly) what their financial limits are.


―Teaching‖ is the way we can help the customer
become more qualified in their position and, in
turn, make better decisions.
Teaching them something should not be centred
on the products or services we offer, but on the
industry and business practices.
The key is to provide them with practical
information.
By doing so, you will demonstrate that you are
interested in helping them be more successful,
rather than just selling them something.


“Selling” is the final step.
Naturally, we want to sell our products at every
contact.
However, reality reminds us that many times there
are objections and other issues that must be
overcome before the customer will buy from us.
Still, it is essential for us to do on every sale,
whether it is simply selling our integrity, our
listening skills, or our personal style.



In the end, we have been successful if we have
earned the right, privilege, honour, and respect
to serve the customer again.
This is best achieved when we‘ve taken the time to
learn from them and teach them information of
benefit.


Your Recipe For Creating PMCE's
PMCE - Positive Memorable Customer Experience
Ingredients
• 1 Heaping Cup of smiles
• 1 Pleasant Greeting
• 2 Generous Tablespoons of quot;How may I help you.quot;
• 3 Cups of Prepared Questions
• 2 Firmly Packed Cups of Listening
• 1 Large Package of Warm Empathy
• 1/2 Dozen Options
• 1 Pleasant Closing
Method
• Set aside 2 tablespoons of smiles for garnishing.
• Take the remaining cup of smiles and blend them with your pleasant greeting.
• Next, gently pour in the quot;How may I help you's.quot;
• Then, fold in your prepared questions along with the listening.
• Delicately combine the warm empathy along with the 1/2 dozen options.
• Mix well.
• Top off with a pleasant closing and evenly sprinkle remaining smiles.
Serving Suggestion
• Serve to your customers and repeat.


Why is etiquette and image so
important in today's business world?

Why is etiquette and image so important in
today's business world?
• Image is more prevalent today then it ever was because we have all become
image analyst!
• Whether we like it or not, we judge people on our first impression and they
judge us.
• It is often done unconsciously; a favourable impression can be created by
what we wear and how we act.
• Perhaps a missed handshake will cause you to feel uncomfortable for the
rest of a meeting and your counterpart might feel you are not as confident as
they expected you to be.
• It is important to get to the business at hand and not worry about details such
as being dressed appropriately or knowing when to start talking business
during a luncheon or dinner.
• Our manners and dress speak volumes about us.
• After intensive research of customers across the country, it is ascertained that
everyone agreed on one thing: people who dress better and have poise
project credibility, people believe them more and yes, they attract clients!


What are the biggest errors business people
make when it comes to etiquette and image?
• The biggest error is to think that image and etiquette are not important
skills in business and believe that having a degree will suffice to get
them moving up the ladder.
• Image is not how we see ourselves but how others perceive us.
• What is your image?
• Whether you like it or not, we all have one, whether it is a good one or
a bad one.
• A few common errors in:
• Dress & Decorum for women: Wearing sandals with a suit.
• Dress & Decorum for men: Wearing a button-down collar shirt with a
suit.
• Etiquette: Not knowing what to do when you forget a name.
• International Business Etiquette: To disregard the importance of
building a relationship before doing business as is required and
expected in several countries.
Executive Dining Etiquette: Eating your neighbour‘s bread and
drinking your neighbour‘s wine.


How has the globalization of business affected the
importance of business etiquette and image?

• Advanced technology is shrinking our world.
• It is now easier for business people to meet and conduct business local &
global.
• It has become easier for us to develop „international standards‟, based on
global exposure through inclusion in the „Global Village‟.
• More contacts are made and this increases our chances of making cultural
faux-pas.
• When cultures collide, opportunities for deals to fail are quite common.
• We are like fish out of water when we cross to another culture.
• We have different values, different customs, and sometimes bridging the
cultural gap is very difficult.
• Attention to details such as how we act and present ourselves become more
important since often times the language differs and visuals are used more
than ever to decode messages.
• We owe to each other to be respectful of our human cultures, and no one
could argue that paying attention to the way we interact through our
manners and dress can only help to enhance our relationships.


What are some examples of cross-cultural
differences that can affect business relationships?
• We might share some values but prioritise them differently.
• For example, some cultures may not appreciate humour at the beginning of a
meeting while we feel it helps ―brake the ice‖.
• Specific cultures will insist on developing a closer and more familiar relationship
before signing a contract while we just want to get to the business at hand and
deal with the issues, come to an understanding and sign the deal.
• Some societies practice promotion based on someone‘s performance while
others will promote based on seniority.
• When a contract is signed, the deal is made and is not subject to changes. Your
counterpart from a different culture may feel differently, as time evolves, it may
seem natural for them to ―adapt‖ the contract to reflect a more recent situation.
• Question: Is business etiquette and image as important for men as for
women in business?
• Answer: Equally as important, there is no gender in business!
• Question: Business people seem to be spending less time in face-to-face
meetings and more time using the phone and email. Does this trend make
etiquette and image more or less important?
• Answer: Telephone etiquette is a big part of business etiquette and
companies are starting to ask candidates, “how phonogenic are you?”


How can you tell whether you need to improve
your manners or image?
• Observe those around your work environment, your level of
confidence working a room, introducing yourself and others, making
small talk, dressing for different occasions. Do you feel something
is not working, not sure if it is the hair or makeup or clothes?
• Do you notice you can never find what you are looking for, it
does not seem to exist and when you finally find it, it does not look
the way you thought it would?
• You have tried several different styles of clothing, hairstyle and
yet, nothing seem to bring out your best assets?
• How comfortable are you taking clients out to lunch or dinner? Do
you always know what fork to use and which glass is yours?
• You might feel your skills in manners and dress are quite
adequate but there is nothing like getting confirmation that what
you do is right and we can always pick up a few tips to help us
outclass the competition.


Did You Know…?
• Did you know that a person‘s body language including tone of voice,
communicates about 80% of the intended message.
• Only 10% comes directly from the verbal communication.
• The better you understand the signals you send via your body language or
those of a business partner or potential customer, the better you will be at
negotiating and getting what you want.
• Did you know that your outward appearance is observed and judged by
approximately 25 - 35 people each day (depending on your environment, it
could be between 150 – 250)?
• People who are well-dressed and well-groomed earn more; are promoted
faster and are perceived as more competent than those who are not.
• By learning what constitutes an effective business wardrobe, you will gain a
poised and polished image, without sacrificing your individuality.
• It has thus been ascertained that image and impression is important,
perhaps not from your personal view point, but to those around you.
• Create an aura of success... dress the part, walk the walk and talk the talk
• Remember, you are a walking, talking advertisement for your brand... How
do you want your customers to perceive your brand (through you)?


Solutions
• Create a strong visual presence.
• Wear colours that will ensure you look your best for business and pleasure.
• With a colour analysis, you could discover quot;your seasonquot; as well as the
best wardrobe and makeup colours to enhance your natural colouring.
• All women look and feel better with a little colour to enhance their skin tone,
eyes and hair.
• Accentuate your figure assets (IOW, experiment with what works for you).
• Style is a personal thing – everyone has it!
• Learn the most effective styles and tailoring for you - from dresses, jackets
and pants to necklines and sleeves - plus the most appropriate fabrics and
accessories.
• Analyse your face shape, hair and eyewear styles - all with the intent of
helping you to establish your very own look and style, one that is
compatible with your profession and lifestyle.
• Ask ‘real‘ friends and family for their advice and opinions on your look,
colour and complimentary ensembles... YES... Men too!
• Don‘t feel threatened or view their opinion as criticism... especially if you‘ve
asked for their opinion... look at it as an opportunity to grow into yourself.


Clarins, a French family-run business,
began international activity in the early
70‗s when the first contracts with
exclusive distributing agents were
signed. The first subsidiaries were
organized in the 80‗s starting with the
USA in 1981. Today, the Clarins Group
is made up of 19 subsidiaries across
150 countries with more than 5367
employees.

Clarins and the world of perfume:
The lucrative partnership between
Clarins and the talented fashion
designer Thierry Mugler, and more
recently Parfums Azzaro has led to
several quot;fragrantquot; success stories.
Discover Clarins and the world of
perfume: one name yet three brands
that share the same passion,
the same philosophy and the same
vocation, enhancing women‗s
beauty and well-being.


Clarins Fact File
1966
Originally reserved for use in Clarins Instituts de Beauté, women have been able
to use these exceptional products since 1966. Formulated to maintain a radiant-
looking complexion, rebalance the skin but also to firm, tone and promote a more
beautiful-looking silhouette, Clarins Face & Body Oils are still bestsellers today.
1985
In 1985, Clarins succeeded in combining the highest performing ingredients,
whether water or oil soluble, into one product. Regularly updated and
reformulated based on the latest research discoveries, Double Serum now
contains 38 powerful, age-fighting ingredients.
1987
The feel-good fragrance…, based on the principles of Aroma-Phyto Beauty Care,
Clarins created the first body fragrance that combined the fragrant and treatment
benefits of plant extracts to firm and tone the skin while delicately fragrancing.
1988
Clarins perfected an ingredient-delivery system called the Multi-Lamellins system
capable of delivering ingredients depending on the skin's needs. As a part of
Multi-Active Day Cream's formula, they help the skin better resist daytime
aggressions.


Clarins Fact File

1991
Clarins was the first laboratory to incorporate an anti-pollution complex
into a day cream. Today, all of Clarins daytime treatments benefit from
this protection to help combat the ageing effects of pollution which has
become the second major factor in skin ageing following sun exposure.

1993
For the first time in cosmetology, Clarins developed a combination of
plant extracts to protect Langerhans cells from UV rays. This was called
quot;Safeguarded Beautyquot;. This vegetal complex was later enriched with
other plant extracts to ensure Multi-Cellular Protection.

1995
Clarins used the influence light has on plant extracts to develop the
revitalizing benefits of this day cream rich in vitamin precursors.


Clarins Fact File
1996
Body Lift focused its action on fat cell receptors and was the first body product
to benefit from the latest scientific discoveries in terms of cellular
communication. Shortly afterward, Body Lift 2000 was formulated based on two
Nobel Prize winning research topics to activate the quot;Gquot; protein using Chinese
Root extract.

1998
In 1998, Clarins developed the first slimming concept for the face, combining
an exceptional product with a very innovative application method called the
quot;Manual Auto-Lifting Methodquot;. They work together to help firm, refine and
promote a younger-looking appearance.

1999
In 1999, Clarins used sunflower auxins for the first time. These auxins
demonstrated exceptional skin-firming benefits to maintain skin tone and
maintain a youthful.


Clarins Fact File
2000
Created in 2000, the Multi-Matte Skin Care collection contains the
Chronomattm System, exclusive to Clarins, which makes it possible to
achieve a custom matte appearance for oily or combination skin as well
as skin which has a tendency to shine.

2001
Inspired by the discovery of a second lipid-elimination process and
formulated with powerful plant extracts, Body Lift Contour Control
represents a true revolution in body contouring treatments.

2002
Because men‘s skin has very specific needs, Clarins designed the
ClarinsMen range. The key ingredient in this product line is an innovative
energizing complex which combines Bison Grass, Chinese Galanga and
Purslane. A major scientific advance… just for men‘s skin.


Clarins Fact File
2003
To compensate for the slowing down of skin functions linked to hormonal
changes, Clarins Laboratories have selected two plant extracts: Pueraria Lobata,
the « forever young » plant and Pelvetia. These two extracts, one from the land
and one from the sea, contain isoflavones which are scientifically recognized for
their capacity to boost cell metabolism slowed down due to ageing. In this way,
they stimulate all skin functions and reactivate the synthesis of collagen which
gives skin its density and smooth, plump appearance.

2004
The first express application skin care which satisfies the dual need of the body‘s
skin, hidden by clothes most of the year, for moisture and light. Lumiline, Clarins
exclusive complex, combines extracts of Hazelnut and Bamboo to compensate
for the consequences of the lack of natural light, an essential factor in skin
quality and its optimal hydration.
2005
To combat stubborn cellulite, a woman‘s number one enemy, Total Body Lift not
only reduces the volume of existing fat cells but also limits the formation of new
ones. This is possible thanks to the intelligent relay action of two innovative plant
extracts: Baccharis and Hortonia from Ceylon.


Cleansing Milk with Alpine Herbs
• Dry/Normal Skin
• 200ml
• cleansing treatment that gently quot;wakes upquot; skin
radiance.
Formulated with very pure vegetal extracts, this milky
cleansing lotion enhances a clear complexion while
moisturizing and neutralizing the drying effects of hard water.
• Beauty Benefits: Cleanses and gently lifts make-up and
impurities.
- Improves skin‗s suppleness and elasticity.
- Enhances a clear, pure complexion.
- Moisturizes and neutralizes the drying effects of hard water.
• Ingredients: Hydrophilic oils (cleanse) and Vitamins A and E.
Alpine Herbs (softens), Arnica (Regenerates), Balm Mint
(Calms), Gentian (Tones), Juniper (Anti-bacterial), Linseed,
Marshmallow
Method of Use :
Use every day, morning and evening,
to thoroughly cleanse the face and neck.


Cleansing Milk with Gentian
• Combination/Oily Skin
• 200ml
• A cleansing treatment that gently quot;wakes
upquot; skin radiance.
Formulated with pure vegetal extracts, this milky
lotion purifies skin, eliminating excess oils and
maintaning moisture level..
• Beauty Benefits :
- Cleanses thoroughly; lifts make-up, surface
impurities and excess oil.
- Improve skin‗s suppleness.
- Neutralizes the drying effects of hard water.
- Promotes a radiant, fresh, clear complexion.
• Ingredients :
- Hydrophilic oils (cleanse) and Vitamins A & E.
- Gentian (Tones), Guava, Hawthorn, Orris
(Softens)
Method of Use :
Use daily, morning and evening. Massage over
face and neck, avoiding the eye area. Rinse or
tissue off. Follow with Clarins Toning Lotion.


Gentle Foaming Cleanser
• All Skins
• 125ml
• Formulated with key natural ingredients, this soft, light
foaming cleanser is as gentle as a milk and more effective
than a soap. Make-up impurities are swept away leaving
skin‗s natural pH and moisture content perfectly balanced.
- Thoroughly removes excess oil secretions, surface
impurities and make-up.
- Cleanses and purifies, respects skin‗s natural balance.
- Refines surface skin texture and tightens pores.
- Softens and neutralizes the drying effects of hard water.
- Leaves skin fresh, soft and radiant.
- Ideal for all members of the family.
• Ingredients: Water softening agents, Hazelnut, Jojoba
(Anti-free radical), Shea (Nourishes), Soapwort
Method of Use: Use morning or evening
according to skin type.
Normal skin: Use 3-4 times weekly,
alternate with Clarins Cleansing Milks.
Combination / Oily Skin: Use daily.
Lightly lather small amount in damp hands. Apply over
damp face and neck in light motions. Follow with the
prescribed Clarins Toning Lotion.


Gentle Foaming Cleanser
• Dry/Sensitive Skin
• 200ml
• For an ultra-fresh, quot;soap-and-waterquot; clean.
The rich, lightweight lather of Gentle Foaming
Cleanser offers all the benefits of cleansing
with water; without the inconveniences.
- Thoroughly removes excess oil secretions,
surface impurities and make-up.
- Cleanses and purifies, respects skin‗s natural
balance.
- Refine surface skin texture and tightens
pores.
- Softens and neutralizes the drying effects of
hard water.
- Leaves skin perfectly cleansed and
complexion clear and luminous.
• Ingredients: Water softening agents, Shea
(Nourishes), Yucca Shidigera
Method of Use :
Use every day, morning or evening, or 1-2
times a week alternating with Clarins
Cleansing Milks.


Toning Lotion (Alcohol-free)
• Dry/Normal Skin
• 200ml
• Gently completes the cleansing process.
Alcohol-free plant based lotion to refresh dry or
normal skin and gently complete the perfect
cleansing program.
- Gently removes any traces of Cleansing Milk.
- Tones skin and clarifies complexion.
- Promotes soft, comfortable, radiant skin.
- Moisturizes and softens.
- Facilitates smooth make-up application and
enhances long-lasting wear.
- Enhances the action of products applied
afterwards.
• Ingredients :
- Alpine Herbs (softens), Vitamins A, B, E -
improve skin‗s overall qualities, Chamomile,
Linden
Method of Use :
- Use every day, morning and evening. Apply
with a cotton pad and follow with a Clarins
Cleansing Milk.


Toning Lotion (Alcohol-free)
• 200ml
• Gently completes the cleansing
process.
Alcohol-free plant based lotion to refresh
combination or oily skin and gently
complete the perfect cleansing program.
• Beauty Benefits: Gently removes any
traces of Cleansing Milk.
- Tones skin and clarifies complexion.
- Promotes soft, comfortable, radiant skin.
- Moisturizes and softens.
- Facilitates smooth make-up application
and enhances long-lasting wear.
- Enhances the action of products applied
afterwards.
• Ingredients: Aloe (Alleviates), Guava,
Hawthorn, Orris (Softens), Witch hazel
(Anti-free radical, Astringent, Protects)
Method of Use :
- Use every day, morning and evening.
Apply with a cotton pad and follow with a
Clarins Cleansing Milk.


Extra Comfort Cleansing
Cream
• Dry/Sensitized Skin
• 200ml
• with plant extracts.
Very gentle cleansing cream with a
rich, creamy texture specially
recommended for dry or sensitized
skin. Beauty Benefits :
- Lifts make-up and impurities gently
and effectively.
- Soothes and leaves skin soft and
supple.
- Leaves dry skin or rough skin soft to
the touch with a silky-smooth
appearance. Ingredients :
- Vitamins A and E: help prevent the
appearance of aging.
• Jojoba (Anti-free radical), Shea
(Nourishes), Soapwort
• Method of Use :
Use daily, morning and evening to
thoroughly remove surface impurities.


Extra Comfort Toning Lotion
• 200ml
• Alcohol-free, with plant extracts.
Designed for very dry skin in need of
comfort. This extra-mild lotion is the
ideal complement to Extra-Comfort
Cleansing Cream.
• Beauty Benefits: Gently lifts remaining
traces of Extra-Comfort Cleansing
Cream.
- Tones and brightens the complexion.
- Moisturizes, refreshes and soothes
skin.
- Leaves dry or rough skin soft, smooth
and radiant.
- Enhances lasting wear of make-up.
• Ingredients: Aloe (Alleviates), Linden,
Linseed, Sweet Almond (Nourishes)
• Method of Use:
Apply daily, morning and evening, after
Extra-Comfort Cleansing Cream.


One-Step Facial Cleanser
• 200ml
• Cleanses and tones in one easy step.
Cleansing is the first step to beautiful, radiant
skin. This easy-to-use cleanser lifts surface
impurities and tones skin to enhance natural
radiance. It is the first cleansing product to
neutralize environmental aggressions.
Perfectly respects skin‘s pH.
• Beauty Benefits : Gently cleanses and lifts
make-up and surface impurities.
- Thoroughly neutralizes skin and eliminates
pollution particles.
- Refreshes, tones and restores skin‘s
hydrolipidic film.
- Leaves skin purified, luminous, firm and
revitalized.
• Ingredients: Moringa (Detoxifies,Purifies),
Orange
Method of Use: Use every day, morning and
evening to thoroughly cleanse and tone face
and neck. Shake well before each use.


One-Step Gentle Exfoliating
Cleanser with Orange Extract
• All Skins
• 125ml
• The ―4 in 1‖ cleanser for fresh, clear, radiant-looking skin
• Created for active women, the first water-rinsable make-
up remover that cleanses, gently exfoliates, detoxifies
and tones in one single step. Better than clean skin, new
skin. Beauty Benefits :
- Perfectly eliminates impurities and removes all kinds of
make-up, including waterproof or non-transfer formulas
- Sweeps away dead skin cells and purifies the skin
- Neutralizes the effects of pollution
- Tones and brightens the complexion
Ingredients : Gentle soap-free cleansing agent, Silica
microbeads to unclog pores, Cellulose microbeads to
refine skin texture, Moringa seed extracts : purify,
detoxify, Orange extract : refreshes, tones, revives,
Moringa (Detoxifies,Purifies), Orange, Shea
(Nourishes)
Method of Use: Place a small amount of product onto
finger tips. Lather on to damp skin and cleanse using
gentle circular movements. Avoid eye contour area.
Rinse thoroughly.


Gentle Exfoliating Refiner for Face
• All Skins
• 50ml
• Promotes smooth, firm complexion.
A rich cream texture with ultra-gentle,
exfoliating microspheres to refine the surface
skin.
• Beauty Benefits:
- Eliminates dead skin cells and enhances
cellular renewal.
- Maintains and helps prolong a youthful
appearance.
- Enhances radiance and firmness of the skin.
• Ingredients:
- Exfoliating and refining microspheres.
Butcher‗s Broom extract (tones, decongests,
softens), Butcher broom (Stimulates), Mimosa
Tenuiflora (Repairs)
• Method of Use:
Use once or twice a week on thoroughly
cleansed skin.


Gentle Facial Peeling
• Sensitive Skin
• 40ml
• For a soft, radiant more youthful-looking
complexion.
Gentle, absorbent cream exfoliator based
on natural clay. Particularly recommended
for sensitive skin.
- Absorbs and lifts surface impurities,
renews skin‗s surface. Maintains and
protects a youthful appearance.
- With regular use, Gentle Facial Peeling
allows skin to quot;breathequot; better and
enhances the action and benefits of
treatments applied afterward.
• Ingredients: Natural clay (gentle
exfoliating, (absorbing action). Coltsfoot,
Elder tree, Great Burdock, Mallow,
Marshmallow
• Method of Use: Use once or twice a week
on thoroughly cleansed skin.


Face Treatment Oil
“Blue Orchid”
• Dehydrated Skin
• 50ml
• Helps prevent night-time moisture
loss.
• Face treatment oil with 100% pure
natural plant extracts.
• Use at night as the perfect complement
to Aromatic Plant Day Cream to
revitalize dehydrated skin and promote a
youthful, radiant complexion on waking.
- Revitalizes, tones, moisturizes and
nourishes.
- Helps prevent moisture loss.
- Leaves skin soft and supple.
- Minimizes signs of aging.
• Ingredients :
- Hazelnut, Orchid, Patchouli
• Method of Use: Apply in the evening to
complement Aromatic Plant Day Cream.


Face Treatment Oil “Lotus”
• 50ml
• Helps rebalance skin prone to oiliness
during the night.
Face treatment oil with 100% pure natural
plant extracts. Use at night as the perfect
complement to Aromatic Plant Day
Cream to help rebalance combination
skin prone to oiliness. Promotes a
youthful, radiant complexion.
- Helps normalize sebaceous secretions.
- Helps quot;tightenquot; the pores.
- Helps prevent moisture loss.
- Nourishes and leaves skin supple and
soft.
• Ingredients: Chamomile, Geranium,
Hazelnut, Lotus, Rosemary (Alleviates,
De-stresses)
Method of Use:
- Apply in the evening to complement
Aromatic Plant Day Cream.


Face Treatment Oil “Satal”
• Dry Skin
• 50ml
• Enhances radiance while leaving
skin smooth and satin soft.
Face treatment oil with 100% pure
natural plant extracts. Use at night as
the perfect complement to Aromatic
Plant Day Cream on dry or high
coloured skin. Promotes a youthful
radiant complexion in the morning.
- Helps reduce appearance of slight
reddening.
- Nourishes skin, helps prevent
moisture loss.
- Leaves skin supple and satin-soft.
• Ingredients: Cardamom, Hazelnut,
Lavender, Parsley, Sandalwood
• Method of Use:
Apply in the evening to complement
Aromatic Plant Day Cream


Gentle Eye Make-up
Remover Lotion
• Sensitive Eyes or Contact Lenses
• 125ml
• For light, everyday eye make-up.
• This refreshing floral-based lotion
soothes and softens.
• Gentle Eye Make-up Remover was
formulated to be as gentle as eye drops.
Suitable for those with sensitive eyes or
contact lenses.
- Thoroughly eliminates eye make-up.
- Revitalizes and refreshes.
- Helps prevent moisture-loss.
- Strengthens eyelashes.
• Ingredients :
- Soya protein: strengthens lashes.
- Cornflower (Alleviates, Astringent)
• Method of Use :
- Use everyday to remove eye make-up.


Eye Contour Gel
• 20ml
• A daily treatment to minimize
puffiness and dark circles.
An ultra-lightweight, non-oily gel that is
fragrance-free can be used at any time of
the day. The treatment can be used over
make-up to maintain youthful-looking eye
expressions. Product is suitable for those
with sensitive eyes or contact lens
wearers.
- Reduces puffiness, minimizes dark
circles.
- Moisturizes and tones the eyelids.
- Soothes and refreshes.
- Facilitates smooth make-up application.
• Ingredients :
- Serrated Palmetto extract: decongests.
- Apricot, Butcher broom (Stimulates),
Dog Rose
• Method of Use :
- Use at any time during the day.


Eye Contour Balm
• All Skins (also available for Dry Skin)
• 20ml
• Maintain youthful eye expressions,
longer.
This lightweight, easily absorbed lotion is
the perfect daily treatment to help minimize
the appearance of fine lines and crow‗s
feet. A quot;spécialequot; version is also available
for dry skin or those who live in cold
climates.
- Helps minimize the appearance of fine
lines and crow‗s feet.
- Softens and moisturizes.
- Leaves skin fresh and matte, facilitates
make-up application.
- Suitable for sensitive eyes and/or contact
lens wearers.
• Ingredients:
- Light correcting pigments (optically
diminish fine lines and wrinkles), Natural
skin-softening complex, Shea (Nourishes)
• Method of Use: Apply morning or evening.


Instant Eye Makeup Remover
• 20ml
• For heavy or waterproof eye make-up.
• This extremely gentle, double formulated eye
make-up remover is suitable for those with
sensitive eyes or contact lens wearers to help
preserve youthful eye contours.
- Lifts away all eye make-up, including heavy or
waterproof formulas.
- Moisturizes, soothes and softens eyelids.
- Helps preserve fragile lashes.
- Does not sting, respects the pH balance of
tears.
• Ingredients :
- Ultra-fine natural oils: soften.
- Cornflower (Alleviates,Astringent)
Method of Use :
Shake well before each use.
• Dampen cotton pad with Instant Eye Make-up
Remover and gently sweep across eye contours.
• Be gentle as the eye area is delicate.


Hydra-Care Tinted Moisturizer
• All Skins
• 50ml – Blonde, Dore or Camel Shades
• Sheer colour for a luminous complexion.
For those who want a day cream that will enhance their
complexion while revitalizing skin‗s beauty. Revitalizing
Tinited Moisturizer is the perfect alliance of treatment and colour.
- Moisturizes skin and enhances the complexion with transparent
colour.
- Helps minimize wrinkles and minor imperfections.
- Promotes radiant skin and a natural complexion that is long-
lasting.
- Helps nourish and soften skin almost instantly.
• Ingredients: Lipophilic, cell extracts of marine origin revitalizes,
restores, and protects against damaging free radicals.
- Hydrophilic, cell extracts of vegetal origin hydrates, repairs
skin's beauty and promotes firmness.
- Clarins Anti-Pollution Complex safeguards skin against
damaging UV rays and pollution. Echinacea (Stimulates),
Liquorice (Softens), Sea Fennel
• Method of Use: Apply in the morning on thoroughly cleansed
face and neck.


Moisture Replenishing Lip Balm
• All Skins
• 15ml
• Lips are fragile and can become dehydrated and
uncomfortable. Concentrated specific key ingredients to
repair, soothe and protect lips. They immediately regain
their supple aspect and a feeling of comfort.
• Beauty Benefits: Intense lip-repairing action restores the
quality of the lips' epidermis. Moisturizes, nourishes and
protects against climatic aggressions. Preserves lips'
youthful aspect, makes them smoother, more supple.
• Ingredients: Shea Butter: ensures immediate, continuous
comfort. Anti-free radical action. Wild Mango extract and
Vitamin A: reinforces the repairing action, enhances
cellular renewal, nourishes and moisturizes. Rice and
vegetal perhydrosqualene from olive: anti-dehydrating,
soothing and softening. Vitamin E: protects against free
radicals to maintain lips' youthful qualities. Shea
(Nourishes)
• Method of Use: Moisture Replenishing Lip Balm can be
used morning and/or evening or throughout the day when
lips start feeling uncomfortable. The slanted tip tube and
its creamy texture make application fast and easy.


Hydration-Plus Moisture Lotion SPF15
• All Skins
• 50ml
• Ideal protection plus hydration.
The ideal moisturizer, essential for daytime protection to
promote radiance, day-long comfort and hydration. Clarins
most advanced treatment to combat damaging
environmental aggressions. Ideal for all skin types.
- Offers maximum moisture care for all skin types.
- Promotes an immediate sensation of well-being and
exceptional skin comfort.
- Protects against environmental aggressions.
- Protects skin from excess light exposure.
- Protects against damaging UVA/UVB rays.
• Ingredients: Clarins Anti-Pollution Complex: safeguards
skin‗s beauty against damaging free radicals. Vitamin
Complex: boosts skin‗s radiance. Honey extract:
moisturizes, hydrates. Linden, orange blossom: soothes,
relaxes. Ash. Ginseng. Horse Chestnut tree.
• Method of Use :
Apply every morning on a thoroughly cleansed face and
neck.


Moisture Quenching Hydra-Care Lotion
• All Skins
• 50ml
• This non-oily, fluid lotion continuously controls skin‘s moisture
level regardless of climatic conditions.
• Beauty Benefits: Hydration, comfort, vitality. Immediately
replenishes skin‘s ideal moisture level. Smoothes fine lines
due to dehydration. Helps skin maintain its natural level of
hydration. Provides pollution protection. Ensures a superb
complexion by facilitating smooth, even make-up application.
• Ingredients: Himanthalia Elongata extract: enhances skin‘s
natural moisture balance.
- Pinus Lambertiana: helps the skin maintain a constant level
of hydration.
- Lapacho: minimizes moisture loss.
- Vitamin E: preserves skin‘s healthy qualities.
- Clarins Anti-Pollution Complex: preserves skin from the
harmful effects of the environment.
- Cactus, Durvillea Antartica, Ginseng, Himanthalia elongata,
Horse Chestnut tree, Lapacho, Linden, Pinus lambertiana,
Sweet White Lupine (Balances, Moisturises, Regenerates)
• Method of Use: Apply morning or evening to thoroughly
cleansed face and neck.


Thirst Quenching Hydra-Care Serum
• Extremely Dehydrated Skin
• 30ml
• Hydration, comfort, vitality. Intensely restores moisture by
diffusing its marine and plant-based ingredients.
Restructures skin‗s quot;anti-thirstquot; shield and enhances
its hydro-lipidic balance. Ensures suppleness, softness
and comfort. Radiance and beauty. Smoothes lines
caused by dryness. Restores a fresh looking appearance.
• Ingredients:
Lima bean extract: protects cellular proteins that make it possible
for the skin to retain the amount of water necessary for a beautiful
appearance. Extract of Himanthalia Elongata: promotes adequate
balance of moisture within the skin. Extract of Pinus Lambertiana:
helps the skin maintain a constant level of hydration. Extract of
Lapacho: helps limit moisture loss. Cactus. Durvillea Antartica.
Himanthalia elongata. Lapacho. Pinus lambertiana. Sweet White
Lupine (Balances, Moisturises, Regenerates)
• Method of Use: Morning or evening, all year long or as a
time-specific treatment (fatigue, end of winter, etc.).
Shake well before use. Apply using light, sweeping
movements to all parts of the face. Follow with a moisturizer
in the Hydra-Balance range or your regular Clarins


Thirst Quenching Hydra-Care Mask
• Normal/Dry Skin
• 50ml
• Ideal hydration to quench skin‟s thirst.
Thoroughly rehydrates skin in just a few minutes. Smoothes
fine lines caused by dehydration. Relieves uncomfortable
feeling of dry, tight skin. Promotes a more even skin tone and
enhances a long–lasting, radiant appearance.
Rich, non-drying, creamy mask helps replenish skin‘s optimum
level. In just 5-10 minutes, skin appears satin-soft, more
luminous and healthy looking.
• Ingredients :
- Himanthalia Elongata extract: enhances skin‘s natural
moisture balance within the corneas layer. - Pinus
Lambertiana and Cactus extract: help the skin maintain a
constant level of hydration. - Sweet White Lupine and
Lapacho: minimize moisture loss.
- Cactus, Durvillea Antartica
- Himanthalia elongata, Lapacho, Pinus lambertiana
- Sweet White Lupine (Balances, Moisturises, Regenerates)
• Method of Use: Apply a fine layer and leave on 5-10
minutes. Remove excess with Toning Lotion or gently
blend into skin to promote total absorption.


Purifying Cleansing Gel
• Oily Skin
• 125ml
• Cleansing for Oily Skin. Specifically formulated for
oily skin, this foaming cleanser thoroughly cleanses
and rinses easily with water.
• Beauty Benefits: Gently cleanses, removing make-
up and surface impurities. Leaves skin clean and
healthy-looking. Helps regulate surface oils and
balances the hydrolipidic film. Tightens pores and
refines skin‗s texture for a clearer, more radiant
complexion. Neutralizes the drying effects of hard
water.
• Ingredient : Yucca schidigera extract: a natural
cleansing base. Sebopur Complex: purifies,
balances, regulates, astringent. Green algae extract:
anti-dehydrating. Water softening
agents.Wintergreen (Stimulates) Witch hazel (Anti-
free radical,Astringent,Protects) Yucca Shidigera
• Method of Use: Use in the morning or evening: work
up a lather with a small amount of product and
spread over damp skin. Rinse with cool water in the
morning and warm water in the evening. Follow with
Purifying Toning Lotion.


Hydra-Matte Day Lotion
• Oily/Shiny Skin
• 50ml
• For a clearer, matte appearance.
The perfect moisturiser for combination or shiny skin,
promotes a matte appearance and optimal comfort.
- Helps minimise skin quot;shinequot;, especially around the
T-zone.
- Provides day-long moisture.
- Helps regulate surface oils and balance the
hydrolipidic film.
- Tightens pores, refines skin's texture.
- Helps maintain a matte complexion for long-lasting
make-up.
• Ingredients :
- Chronomat System (Balances, regulates, purifies).
- Sebopur Complex (Balances, regulates, purifies).
- Larrea Divaricata extract (Astringent).
- Orris Root extract (Moisturises and softens).
- Clarins quot;Anti-Pollutionquot; Complex.
• Method of Use :
- Apply every morning to a thoroughly cleansed face
and neck.


Multi-Active Day Cream
• All Skins
• 50ml
• A time-released daily moisturizer that fights the first
signs of aging.
• A potent combination of protective botanicals helps
avoid the appearance of first lines while insuring
perfectly hydrated comfortable skin.
• Beauty Benefits: Protects against all visible daytime
ageing factors. Promotes hydration and prolonged
radiance. Regulates variations of moisture to give
well-being and comfort to the skin. Ensures
immediate and lasting comfort. Helps make-up last
longer.
• Ingredients: Sugar Cane: regulates moisture
variations to provide day long comfort. Eleurthero
Ginseng (Anti-fatigue). Hops (Stimulates). Horse
Chestnut tree. Linden. Mourera fluviatilis
(Stimulates). Olive Tree. Pinus lambertiana.
Safflower. Shea (Nourishes). Sweet Almond
(Nourishes)
• Method of Use: In the morning, apply to freshly
cleansed and toned face and neck.


Multi-Active Day Cream Dry Skin
• Dehydrated Skin
• 50ml
• A time-released daily moisturizer that fights
the first signs of aging.
Beauty Benefits :
- Protects against all visible daytime ageing
factors.
- Promotes hydration and prolonged
radiance.
- Regulates variations of moisture to give
well-being and comfort to the skin.
- Ensures immediate and lasting comfort.
- Helps make-up last longer.
• Ingredients: Sugar Cane: regulates moisture
variations to provide day long comfort.
Eleurthero Ginseng (Anti-fatigue). Hops
(Stimulates). Horse. Chestnut tree. Mourera
fluviatilis (Stimulates). Olive Tree. Pinus
lambertiana. Safflower. Shea (Nourishes).
Sweet Almond (Nourishes)
• Method of Use: In the morning, apply to
freshly cleansed and toned face and neck.


Multi-Active Night Cream
• All Skins
• 50ml
• A refreshed, radiant-looking complexion upon
waking, even when the nights are too short !
• For smooth, beautiful-looking skin, women
who lead a busy life need more than just a
good night‘s sleep. During the night, your
skin recuperates the energy used throughout
the day and prepares for a new one.
• - Promotes extremely soft skin
• - Smoothes skin promoting more relaxed
features
• - Boosts skin‘s radiance, enhances younger-
looking skin
• - Discover smoother, firmer skin upon waking
• Ingredients: Clintonia borealis, Four o'clock
(Anti-free radical), Mandarin, Mourera
fluviatilis (Stimulates), Oak
• Method of Use: Apply to thoroughly
cleansed skin (face and neck) just before
going to bed.


Multi-Active Night Fluide
• All Skins
• 50ml
• A refreshed, radiant-looking complexion upon
waking, even when the nights are too short !
• For smooth, beautiful-looking skin, women
who lead a busy life need more than just a
good night‘s sleep. During the night, your
skin recuperates the energy used throughout
the day and prepares for a new one.
• - Promotes extremely soft skin
• - Smoothes skin promoting more relaxed
features
• - Boosts skin‘s radiance, enhances younger-
looking skin
• - Discover smoother, firmer skin upon waking
• Ingredients: Clintonia borealis, Four o'clock
(Anti-free radical), Mandarin, Mourera
fluviatilis (Stimulates), Oak
• Method of Use: Apply to thoroughly
cleansed skin (face and neck) just before
going to bed.


Extra-Firming Day Cream
• All Skins (also available for Dry Skin)
• 50ml
• Anti-wrinkle care for demanding skin.
The first light-activated anti-wrinkle treatment that
promotes youthful appearance of skin. Recommended
for women over the age of 40. Available for all skin
types and very dry skin.
• Beauty Benefits: Gently firms and promotes visibly
younger-looking skin. Helps minimize fine lines and
wrinkles. Enhances natural optimal hydration.
Promotes soft, supple, satin-smooth skin. Facilitates
smooth make-up application for long-lasting, radiant
make-up. Helps protect against pollution.
• Ingredients: Vitamin precursor extracted from hops
and sage: maximum hydration and moisturizes.
Vitacreatine: vegetal complex promotes skin
suppleness. Polyporous officinal: improves skin
elasticity. Clarins Anti-Pollution Complex: helps protect
against damaging effects of UV rays and pollution.
Agaric (Firms). Durvillea Antartica. Ginseng. Hazelnut.
Hops (Stimulates). Horse Chestnut tree. Sesame
• Method of Use :
Use every morning on thoroughly cleansed face and
neck.


Extra-Firming Night Cream
• All Skins and Very Dry Skin
• 50ml
• Complete night time treatment for demanding, mature
skin. Highly effective natural ingredients ensure a
complete night time treatment for dry, devitalized skin
after the age of 40.
• The rich, comfortable texture helps your skin recover
more quickly during the night. Available for all skin
types and very dry skin.
- Upon application, gently erases signs of fatigue and
soothes skin.
- Firms and refreshes facial features.
- Erases fine lines and helps minimize wrinkles.
- On waking, the face looks visibly more youthful.
• Ingredients: Vegetal and algae extracts: helps
strengthen, nourish, moisturize and soften the
complexion. Noctoferrine®: safeguards against
nocturnal free radicals. Phyto-aromatherapeutic
properties of cedarwood and ylang-ylang: calm and
relax. Shea (Nourishes), Sunflower
• Method of Use :
Apply every evening to thoroughly cleansed skin.


Extra-Firming Day Lotion SPF15
• Mature Skin
• 20ml
• Instant Lift, for Puffiness and Dark Circles
The essential beauty step for youthful, luminous eyes from the
age of 40. Illuminates the eyes, reduces under eye puffiness
and dark circles and preserves the radiance and firmness of
the eye contour.
• Beauty Benefits : Instant « lifting » action: reduces fine lines
and dark circles. Combats puffiness and dark circles:
diminishes the bluish colour of dark circles, combats puffy
eyelids. Immuno-protective and regenerating action: optimizes
epidermal renewal. Anti-pollution action: preserves the
youthfulness of the fragile eye contour area.
• Ingredients: Soft-focus pigments: illuminate the eyes.
Hibiscus: gently firms the skin surface. Agrimony: stimulates
blood and lymphatic microcirculation. Caffeine: activates
lymphatic drainage, filters tissues. Brown Algae, Silicon:
encourage collagen synthesis, restore the structure of the
dermis. Stimulen®2 (a combination of Brown Algae and a
tetrapeptide). Clarins Anti-Pollution Complex (White Tea,
Succory Dock-Cress, Glycofilm). Agrimony. Camellia. Hibiscus
• Method of Use: Apply in the morning to the eye contour,
before make-up, using light pressing motions. Can also be
applied in the evening, before going out.


Extra-Firming Neck Cream
• Mature/All Skin
• 50ml
• Smoothes and firms to help erase signs of
aging.
This fine-textured cream is the most effective
intensive anti-wrinkle, firming cream to help
promote firmness, resilient, soft and enhance the
youthful appearance of skin under the neck.
- Smoothes and softens skin from first
applications.
- Helps minimize the appearance of fine lines and
wrinkles.
- Firms and tones slackened skin.
- Surface skin on neck becomes more resistant to
external aggressions.
- Deeply moisturizes.
- Refines skin texture and reduces signs of aging.
• Ingredients: Ginseng, Mallow, Olive Tree, Walnut
• Method of Use :
Apply daily, morning or evening, to a thoroughly
cleansed skin.


Age-Control Extra-Firming Serum
• Mature Skin
• 2 x 15ml
• Dual phase concentrated serum that helps restore
skin‘s youthful beauty. Formulated with 42 natural
ingredients to boost skin‘s radiance and vitality while
enhancing a firmer more toned appearance.
– Diminishes the appearance of fine lines and wrinkles
– Promotes skin‘s firmness, tone and suppleness
– Helps promote radiance and youthful freshness
while diminishing signs of stress and fatigue
• Ingredients: Aloe (Alleviates), Apple pip (Stimulates),
Apricot, Avocado (Moisturises,Softens), Black cumin
(Stimulates), Christophine, Clintonia borealis, Coconut
(Stimulates), Coduim tomentosum (Anti-dehydrating),
Dog Rose, Durvillea Antartica, Echinacea (Stimulates),
Hazelnut, Himanthalia elongata, Kiwi fruit, Kukui nut,
Lady‗s Thistle, Macadamia, Palm, Pequi (Stimulates),
Rice, Sequoia, Sesame, Shea (Nourishes), St John‗s
Wort (Moisturises), Walnut
• Method of Use: Apply morning and/or evening as a
periodic intensive treatment or as a daily skin care
supplement all year round.


Extra-Firming Day Lotion SPF15
• Mature Skin
• 50ml
• High performance age control moisture care for the
needs of mature skin.
High performance age control moisture care to address
the needs of demanding skin. Formulated with an
exclusive light-activated complex to promote optimum
levels of vitamin D needed for a radiant, more youthful
complexion. Ideal for all skin types.
• Beauty Benefits: Rehydrates and revitalizes youthful
beauty. quot;Liftsquot; and firms skin‘s appearance for a more
toned texture. Helps minimize visible lines and wrinkles.
Facilitates make-up application with a soft matte finish.
Safeguards skin‘s beauty, protects with UV filters.
• Ingredients: Agaric: astringent, tones, firms. Durvillea
Antartica: firms, moisturizes, anti-free radical. Hops:
astringent, purifies, stimulates, tones. Shea. Walnut.
Sage. Thyme. Vitacreatine. Polyporous officinal. Clarins
Anti-Pollution Complex. Agaric. Chondrus crispus.
Durvillea Antartica. Ginseng. Hazelnut. Hops
(Stimulates). Horse Chestnut tree. Horsetail
(Stimulates). Sesame
• Method of Use: Use every morning on thoroughly
cleansed face and neck.


Advanced Extra-Firming Eye Contour Cream
• Sensitive Eyes/Contact Lenses
• 20ml
• A brighter outlook for more youthful eyes.
This rich, lightweight, comfortable cream is easily
absorbed and suitable for those with sensitive eyes or
contact lens wearers.
- Smoothes and evens the eye contour area and
promotes comfort and suppleness.
- Helps diminish visible fine lines, wrinkles and crow‗s
feet.
- Firms and tones skin.
- Softens, nourishes and deeply moisturizes.
- Helps prevent signs of fatigue.
• Ingredients :
- Vitamin C: tones.
- Noctoferrine®: helps diminish the formation of
damaging free radicals.
- Protein complex based on wheat: smoothes, firms,
revitalizes. Vitamin E: anti-oxidant. Butcher broom
(Stimulates)
• Method of Use :
Apply preferably in the evening.


Beauty Flash Balm
• All Skins
• 50ml
• The secret of instant radiance.
Beauty Flash Balm is ideal for a quick quot;pick-me-upquot;
before an evening out or whenever you want to erase
signs of fatigue. Ideal for all skin types any time of day.
- Promotes immediate and long-lasting radiance.
- Firms and helps minimize fine lines and wrinkles:
skin becomes smooth and soft.
- Strengthens and refines the contours of the face:
skin regains firmness and suppleness.
- Make-up looks exceptionally radiant.
• Ingredients :
- Algae extracts: promote pick-me-up benefits.
- Coduim tomentosum (Anti-dehydrating)
- Olive Tree
- Rice
- Witch hazel (Anti-free radical, Astringent, Protects)
• Method of Use :
As a regular or pick-me-up beauty treatment.


Super Restorative Day Cream
• All/Mature/Hormonally-challenged Skin
• 50ml
• Replenishes, Lifts, Illuminates
• Replenishing action of a powerful plant extract with the
physical action of Micro-Pearls.
• Dehydrated vegetal Micro-Pearls settle into fine lines
and act like tiny sponges, increasing in size as
they absorb water, to smooth skin.
• Beauty Benefits: Wrinkles are ―filled up‖ and skin appears
smoother in just a few hours. Skin is replenished thanks to
Pueraria Lobata, a plant with an amazing ability to restore
vitality which contains isoflavones (its botanical name literally
means ―youth-keeping‖). Skin is rapidly more comfortable,
velvety-soft and resistant.
• Ingredients : Acacia Micro-Pearls which gently ―fill‖ wrinkles.
Isoflavones of Pueraria Lobata. Extracts of Pequi pulp and
Shea. Selenium from Tomato. extracts of Buddleia, Thyme
and Wild Teasel. Black cumin. Butterfly bush. Ginseng.
Horse Chestnut tree. Kaki. Kudzu. Linden. Parsley. Pequi.
Shea. Thyme. Tomato
• Method of Use: Apply every morning to the face and neck.
The fine, non-oily texture is rapidly absorbed. If skin is
particularly lacking in vitality, apply Super Restorative Serum
beforehand.


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