Quiz
Milady Standard Esthetics: Chapter 3
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Questions in this quiz (27)
1Besides having excellent technical skills, what must you master to succeed in the skin care business?
- Aart of communication
- Bgift of the gab
- Cin-depth medical knowledge
- Dpositive thinking
2An intake form is also called a(n):
- Aclient history or client profile
- Badmission card or new client survey
- Cclient card or portfolio
- Dclient questionnaire or consultation form
3Your client should always sign a(n) __________ prior to more aggressive skin care treatments.
- Amedical insurance form
- Ballergy history
- Cintake form
- Dconsent form
4When should a client consultation be done?
- Aprior to every service
- Bchange of season
- Ctwice yearly
- Devery birthday
5You should cover __________ during a consultation.
- Aclient's lifestyle
- Ball key points
- Cclient's emotional state
- Dall answers
6__________ is not a skin type.
- ANormal skin
- BHyperpigmentation
- COily skin
- DCombination skin
7The salon manager is generally responsible for:
- Adaily maintenance
- Bdaily operations
- Cquality of client services
- Dall answers
8When dealing with difficult people, you should always:
- Arespect boundaries
- Bthink before you speak or act
- Cbe assertive but respectful
- Dall answers
9There is a huge difference between being right and:
- Awinning the argument
- Bbeing righteous
- Cbeing correct
- Dbonding with your client
10Any time you have an aggressive client who is not responding to your best efforts to communicate effectively, you should:
- Aseek the aid and advice of your manager
- Bseek the aid of your most trusted coworker
- Cgive the client whatever she wants to make her happy
- Dcall the salon hotline
11Customer service is central to:
- Aretail
- Bhaving a good phone system
- Clocation of front desk
- Dsuccess
12You need to understand __________ before you can understand others.
- Askin care services
- Byour family
- Cyourself
- Dyour limitations
13We like to interact with __________ when we feel secure.
- Aother estheticians
- Binteractive retail displays
- Cinteractive Web series
- Dother people
14You should take care of __________ first.
- Ayourself
- Byour clients
- Cyour friends
- Dyour spouse
15Communication is:
- Ae-mail, text messaging, cell phones
- Bsharing information between two people
- Cwriting often
- Dsuccessfully sharing information between two people
16What should you do when you have an unhappy client on your hands?
- Aoffer to redo the service as soon as you possibly can
- Bif the service cannot be redone, explain to the client exactly why this is the case
- Cask for the assistance of your manager
- Dall answers
17Every action brings about a reaction means:
- Awe cause chain reactions
- Ba quality service creates more quality services
- Ceverything we do -- good or bad -- elicits a response from others
- Dall answers
18The opposite of having a pleasant tone of voice is:
- Arapid, jumbled voice
- Ba raspy voice
- Cfeeling cranky
- Dsounding nasal
19When dealing with a dissatisfied client, you should:
- Aargue with her
- Btry to move on to the solution
- Cdebate each point
- Dnot say a word
20An employee evaluation is a formal meeting where:
- Ayour progress, work habits, and skill levels are discussed
- Bnew goals are set or current ones are reviewed
- Ccompensation is discussed
- Dall answers
21When giving a consultation, what should you have at your fingertips?
- Avendor pamphlets
- Bbefore-and-after pictures
- Cintake form
- Dall answers
22Which of the following questions are not part of a 10-step consultation?
- Askin type, skin conditions, Fitzpatrick typing
- Blifestyle, sun exposure
- Crepeat questions
- Dmarital status, children
23In a salon/employee situation, what is the best way to handle tardy clients?
- Afollow your salon's late policy; still take the client, if you have room
- Bestablish your own late policy and stick to it
- Ctake them, even if you make other clients wait
- Dask them to find another esthetician
24What is an important step when determining why a client is unhappy?
- Aask for specifics about the situation
- Bfind out who is at fault, and start from that point
- Ccheck to see if she has a history of complaining
- Dcheck to see if she purchased products from your salon
25When you interact with fellow staffers, you should:
- Abe honest and sensitive
- Bremain neutral
- Cremain objective
- Dall answers
26When you interact with fellow staffers, you should:
- Abe honest and sensitive
- Bremain neutral
- Cremain objective
- Dall answers
27Gossiping with coworkers if permitted when:
- Aclients cannot hear what you are saying
- Byou trust the other person not to repeat what you are saying
- Cyou are not on the salon premises
- Dit is never alright to gossip with coworkers
Information
- Description
- Chapter 3 - Communicating for Success
- Author
- kchobotor
- Language
- English
- Views
- 1,291
- History
- Created on 4 Dec 2013 · updated on 10 Jan 2017
- Rating
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