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A key point to keep in mind when working with a client with a disability or health challenge is to: a) always use strong pressure b) ignore the disability or disease c) don't ask questions about their needs d) book extra time, so they don't feel rushed
book extra time, so they don't feel rushed
Which of the following words describes how clients should see your routine each time they visit? a) varied b) erratic c) irregular d) consistent
consistent
Any contra-actions noticed during the treatment are included on the: a) follow-up call b) thank-you card c) skin care regimen d) consultation record
consultation record
egative body language is represented by: a) smiling b) folded arms c) good posture d) open hand gestures
folded arms
Playing soft, slow music in the spa area will enhance which of the following experiences? a) relaxation b) stimulation c) exhilaration d) invigoration
relaxation
Try to greet the client within the first: a) 10 seconds b) 90 seconds c) 5 minutes d) 10 minutes
10 seconds
Producing functional, predictable and pleasing results during a service describes which service essential? a) Create b) Consult c) Correct d) Complete
Create
At what point would you gain consent to move forward during the Consult service essential? a) before creating the treatment plan b) right after analyzing the client's skin c) before analyzing the client's physical attributes d) after the client agrees on recommendations
after the client agrees on recommendations
A skin charting form is used during which of the following services? a) waxing b) sugaring c) makeup application d) chemical exfoliation
chemical exfoliation
A consultation record contains all of the following information EXCEPT: a) client's religion b) basic contact information for the client c) relevant information regarding the client's health d) details of the agreed-upon services/treatment plans
client's religion
The reason for showing the client what products, tools and devices will be used before the treatment is to avoid: a) interrupting the client's relaxation b) spending less time with the client c) spending more time with the client d) using fewer products with the client
interrupting the client's relaxation
If you sense hesitation from the client about your suggestions made during the Consult service essential, you should: a) proceed with the service anyway b) convince the client to change their mind c) offer to prebook the client's next appointment d) ask additional questions to clarify what the client wants
ask additional questions to clarify what the client wants
An opportunity for customizing a client's service experience can be: a) offering an excuse to take a phone call b) asking what type of music the client likes c) using the same essential oil for every client d) paying no attention to the client's body language
asking what type of music the client likes
Which of the following descriptions reduces client satisfaction? a) explain any possible contra-actions b) summarize the services performed c) remind clients how great their skin looks d) assume client sees results the same as you do
assume client sees results the same as you do
"Is there anything that could have made your experience better?" is an example of a question you might ask a client on a follow-up call to determine: a) consent b) rapport c) credibility d) satisfaction
satisfaction
How often should a skin analysis be performed? a) once a week b) once a year c) every time the client comes in for a service d) every other time the client comes in for a service
every time the client comes in for a service
Which of the following actions describes the Create service essential? a) build credibility b) establish rapport c) analyze client wants and needs d) explain treatment steps and actions
explain treatment steps and actions
All of the following strategies can help a client feel they've had an exceptional experience EXCEPT: a) offering additional food and drinks b) using various relaxation techniques c) teaching clients how to care for their skin at home d) expressing unhappiness about a class you attended
expressing unhappiness about a class you attended
Newsletters, birthday cards and thank-you cards are examples of: a) referring b) follow-up c) prebooking d) recommending
follow-up
Select the term that could be used by a client to help uncover what they "want" in a skin care service. a) dry b) oily c) shiny d) healthy
healthy
Why is it important to use a client's name? a) creates a barrier b) helps them feel important c) helps every client feel unrecognized d) lets everyone around them know who they are
helps them feel important
What is a reason for collecting the client's skin care history as part of a client intake form? a) marketing b) legal compliance c) client's email address d) home-care recommendations
home-care recommendations
Mary is using the Create strategy of "Tell." What is something she might say to the client? a) "I will be using this product." b) "This is the cleanser I will be using today." c) "I will be using this device during your treatment." d) "I'm using a medium fan brush to apply and blend the blush."
"I'm using a medium fan brush to apply and blend the blush."
Which of the following questions is considered an open-ended question? a) "Is your skin dry?" b) "You haven't had a facial for a while, right?" c) "Do you like your current skin care products?" d) "What results do you want to see in your skin?"
"What results do you want to see in your skin?"
The four Service Essentials are Connect, Consult, Create and: a) Confirm b) Comfort c) Complete d) Communicate
Complete
Customizing a facial or body service, then performing the protocol, is a Create service essential known as: a) Tell b) Treat c) Show d) Teach
Treat
When introducing yourself to a client, use poised, calm movements to project confidence and: a) inability b) hesitation c) competence d) incompetence
competence
Select the description that could identify a feature when recommending a product. a) adds color b) contains apricot oil c) reduces oil d) protects and relaxes
contains apricot oil
Reactions that may happen during or after a treatment are known as: a) benefits b) features c) contra-actions d) contraindications
contra-actions
Ensure client comfort with all of the following strategies EXCEPT: a) using a treatment table heating pad b) cooling towels and linens before the service c) checking room temperature for client comfort d) placing bolsters in areas the client needs extra support
cooling towels and linens before the service
The Connect service essential involves establishing rapport and building: a) finances b) disloyalty c) credibility d) disagreement
credibility
Key areas to address when creating a home-care plan include all the following areas EXCEPT: a) order of product use b) how to use a product c) frequency of product use d) discredit client's current product
discredit client's current product
Which of the following descriptions reflects keeping a salon/spa conversation professional? a) gossiping about other clients b) not talking about yourself too much c) not encouraging the client to talk about themselves d) talking about yourself during the entire conversation
not talking about yourself too much
Which of the following strategies is a part of the Consult service essential? a) greeting a client b) obtaining consent c) performing the service d) recommending home care
obtaining consent
Of the following strategies, which one is used during the Complete service essential? a) analyze client wants and needs b) offer product recommendations c) establish rapport and build credibility d) produce functional, predictable results
offer product recommendations
"Ms. Jones, my schedule is getting full. I would like to make sure you see the results you want. Would next Thursday after 1 p.m. work for your microdermabrasion treatment?" This statement is an example of a:
prebook
Which of the following strategies is NOT a suggested Connect strategy? a) use the client's name b) produce predictable results c) give the client helpful direction d) introduce yourself to your client
produce predictable results
Who should a client contact to report experiencing mild redness and irritation after a facial? a) physician b) another client c) dermatologist d) service provider
service provider
All of the following statements describe ways to build credibility with clients, EXCEPT: a) keep personal conflicts off the salon/spa floor b) shorten or omit connecting time with the next client c) make sure music and reading material in waiting area are appropriate d) minimize distractions and make sure you always have your client's full attention
shorten or omit connecting time with the next client
The type of treatment plan you create is based on: a) current color trends in skin care b) the service you will be performing c) what the client's friend recommended d) the time of day of client's appointment
the service you will be performing