Besides having excellent technical skills, what must you master to succeed in the skin care business?
art of communication
gift of the gab
in-depth medical knowledge
An intake form is also called a(n):
client history or client profile
admission card or new client survey
client card or portfolio
client questionnaire or consultation form
Your client should always sign a(n) __________ prior to more aggressive skin care treatments.
medical insurance form
When should a client consultation be done?
prior to every service
change of season
You should cover __________ during a consultation.
all key points
client's emotional state
__________ is not a skin type.
The salon manager is generally responsible for:
quality of client services
When dealing with difficult people, you should always:
think before you speak or act
be assertive but respectful
There is a huge difference between being right and:
winning the argument
bonding with your client
Any time you have an aggressive client who is not responding to your best efforts to communicate effectively, you should:
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
Customer service is central to:
having a good phone system
location of front desk
You need to understand __________ before you can understand others.
skin care services
We like to interact with __________ when we feel secure.
interactive retail displays
interactive Web series
You should take care of __________ first.
e-mail, text messaging, cell phones
sharing information between two people
successfully sharing information between two people
What should you do when you have an unhappy client on your hands?
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
Every action brings about a reaction means:
we cause chain reactions
a quality service creates more quality services
everything we do -- good or bad -- elicits a response from others
The opposite of having a pleasant tone of voice is:
rapid, jumbled voice
a raspy voice
When dealing with a dissatisfied client, you should:
argue with her
try to move on to the solution
debate each point
not say a word
An employee evaluation is a formal meeting where:
your progress, work habits, and skill levels are discussed
new goals are set or current ones are reviewed
compensation is discussed
When giving a consultation, what should you have at your fingertips?
Which of the following questions are not part of a 10-step consultation?
skin type, skin conditions, Fitzpatrick typing
lifestyle, sun exposure
marital status, children
In a salon/employee situation, what is the best way to handle tardy clients?
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
What is an important step when determining why a client is unhappy?
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
When you interact with fellow staffers, you should:
be honest and sensitive
Gossiping with coworkers if permitted when:
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