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Pregunta 1
Pregunta
Besides having excellent technical skills, what must you master to succeed in the skin care business?
Respuesta
-
art of communication
-
gift of the gab
-
in-depth medical knowledge
-
positive thinking
Pregunta 2
Pregunta
An intake form is also called a(n):
Respuesta
-
client history or client profile
-
admission card or new client survey
-
client card or portfolio
-
client questionnaire or consultation form
Pregunta 3
Pregunta
Your client should always sign a(n) __________ prior to more aggressive skin care treatments.
Respuesta
-
medical insurance form
-
allergy history
-
intake form
-
consent form
Pregunta 4
Pregunta
When should a client consultation be done?
Respuesta
-
prior to every service
-
change of season
-
twice yearly
-
every birthday
Pregunta 5
Pregunta
You should cover __________ during a consultation.
Respuesta
-
client's lifestyle
-
all key points
-
client's emotional state
-
all answers
Pregunta 6
Pregunta
__________ is not a skin type.
Respuesta
-
Normal skin
-
Hyperpigmentation
-
Oily skin
-
Combination skin
Pregunta 7
Pregunta
The salon manager is generally responsible for:
Respuesta
-
daily maintenance
-
daily operations
-
quality of client services
-
all answers
Pregunta 8
Pregunta
When dealing with difficult people, you should always:
Respuesta
-
respect boundaries
-
think before you speak or act
-
be assertive but respectful
-
all answers
Pregunta 9
Pregunta
There is a huge difference between being right and:
Respuesta
-
winning the argument
-
being righteous
-
being correct
-
bonding with your client
Pregunta 10
Pregunta
Any time you have an aggressive client who is not responding to your best efforts to communicate effectively, you should:
Respuesta
-
seek the aid and advice of your manager
-
seek the aid of your most trusted coworker
-
give the client whatever she wants to make her happy
-
call the salon hotline
Pregunta 11
Pregunta
Customer service is central to:
Respuesta
-
retail
-
having a good phone system
-
location of front desk
-
success
Pregunta 12
Pregunta
You need to understand __________ before you can understand others.
Respuesta
-
skin care services
-
your family
-
yourself
-
your limitations
Pregunta 13
Pregunta
We like to interact with __________ when we feel secure.
Respuesta
-
other estheticians
-
interactive retail displays
-
interactive Web series
-
other people
Pregunta 14
Pregunta
You should take care of __________ first.
Respuesta
-
yourself
-
your clients
-
your friends
-
your spouse
Pregunta 15
Pregunta
Communication is:
Respuesta
-
e-mail, text messaging, cell phones
-
sharing information between two people
-
writing often
-
successfully sharing information between two people
Pregunta 16
Pregunta
What should you do when you have an unhappy client on your hands?
Respuesta
-
offer to redo the service as soon as you possibly can
-
if the service cannot be redone, explain to the client exactly why this is the case
-
ask for the assistance of your manager
-
all answers
Pregunta 17
Pregunta
Every action brings about a reaction means:
Respuesta
-
we cause chain reactions
-
a quality service creates more quality services
-
everything we do -- good or bad -- elicits a response from others
-
all answers
Pregunta 18
Pregunta
The opposite of having a pleasant tone of voice is:
Respuesta
-
rapid, jumbled voice
-
a raspy voice
-
feeling cranky
-
sounding nasal
Pregunta 19
Pregunta
When dealing with a dissatisfied client, you should:
Respuesta
-
argue with her
-
try to move on to the solution
-
debate each point
-
not say a word
Pregunta 20
Pregunta
An employee evaluation is a formal meeting where:
Respuesta
-
your progress, work habits, and skill levels are discussed
-
new goals are set or current ones are reviewed
-
compensation is discussed
-
all answers
Pregunta 21
Pregunta
When giving a consultation, what should you have at your fingertips?
Respuesta
-
vendor pamphlets
-
before-and-after pictures
-
intake form
-
all answers
Pregunta 22
Pregunta
Which of the following questions are not part of a 10-step consultation?
Respuesta
-
skin type, skin conditions, Fitzpatrick typing
-
lifestyle, sun exposure
-
repeat questions
-
marital status, children
Pregunta 23
Pregunta
In a salon/employee situation, what is the best way to handle tardy clients?
Respuesta
-
follow your salon's late policy; still take the client, if you have room
-
establish your own late policy and stick to it
-
take them, even if you make other clients wait
-
ask them to find another esthetician
Pregunta 24
Pregunta
What is an important step when determining why a client is unhappy?
Respuesta
-
ask for specifics about the situation
-
find out who is at fault, and start from that point
-
check to see if she has a history of complaining
-
check to see if she purchased products from your salon
Pregunta 25
Pregunta
When you interact with fellow staffers, you should:
Respuesta
-
be honest and sensitive
-
remain neutral
-
remain objective
-
all answers
Pregunta 26
Pregunta
When you interact with fellow staffers, you should:
Respuesta
-
be honest and sensitive
-
remain neutral
-
remain objective
-
all answers
Pregunta 27
Pregunta
Gossiping with coworkers if permitted when:
Respuesta
-
clients cannot hear what you are saying
-
you trust the other person not to repeat what you are saying
-
you are not on the salon premises
-
it is never alright to gossip with coworkers
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