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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