Business Chapter 10
Which of the following statements is most accurate regarding Touch Point 2?
First impression are lasting impressions...
Which of the following statements is most accurate regarding Touch Point 3....
Guide Transfers should ensure guests are clear on: where to go, what their options are while they are there, and what comes next.
Regarding first contact, your mantra should include....
I have educated answers for my clients' questions...
Which of the following statements is most accurate regarding a service path?
It is the journey a client or potential client takes while engaging with a business that offers something for sale.
Which of the following statements is most accurate regarding Touch Point 9: Professional Recommendations?
Massage therapists should use research as a tool to help provide recommendations to clients.
magine you are walking in to greet your client, and something about the person pushes your buttons. In this situation:
Old perception filters may emerge, and if you are not careful, you might begin to treat this person differently based on "who" they seem to be.
Which of the following statements is most accurate regarding Touch Point 10: Gone, but Not Forgotten?
The experience for guests does not end once they pay their bill and head back to their hectic lives, and you should make an effort to follow up with them, for example by phone or using a mailer.
The mantra, "I will make an extra effort to ensure you feel safe and comfortable. If you are returning, you will know I appreciate you" refers to:
Touch Point 2: Ready or Not, Here They Come
It has been said that ______ of communication in non-verbal...
80%
Mirroring is....
A simple technique you can use allowing clients to recognize they have been heard and that you plan to deliver what they are seeking.
Which of the following statements is most accurate regarding Touch Point 4...
All of the above..
Along with great technique, client satisfaction is influenced by...
All of the above...
To best execute Touch Point 8 (Do Sweat the Smaller Things), which of the following environmental elements should you pay attention to?
All of the above...
Which of the following statements is most accurate regarding Touch Point 5: Professional Intakes?
During the intake you have a great opportunity to communicate understanding of what the client is seeking.
Which of the following statements is most accurate regarding Touch Point 7: Educate at Timely Stages of the Interaction?
Education should include information about applied pressure levels and the importance of secure draping to feel comfortable during the intake.
Which of the following statements is most accurate regarding feedback?
Even if you are a one-person operation, collecting feedback from your clients is valuable to your practice.
Because each person has a unique set of presenting conditions and outcome goals, a routine approach to every situation is often limited. This requires that the therapist:
Practice informed consent..
Pain relief creams, soaks, skin emollients, and aromatherapy are examples of:
Products that could potentially be items that you truly believe are beneficial to your clients.
Which of the following statements is most accurate regarding Touch Point 6: The Therapeutic Bubble...
The therapeutic bubble is an analogy for the atmosphere created by a therapist to surround themselves in a safe, healing environment with each client...
Which of the following statements is most accurate regarding listening and observation skills?
You listen to what clients are saying and observe what they are doing, as they often leave you clues about what makes them happy and what dissatisfies them.
Which of the following statements is most accurate regarding successful first contact (Touch Point 1)?
You should make it easy for potential and current clients to buy your services
