Client Centered Design Assessment

During a visual service like makeup, when should recommending products take place? Select one: a. only after service b. only before service c. only middle of service d. throughout entire service

d. throughout entire service

If there is no answer when making a follow-up call, you should not leave a message. Select one: True False

false

It is okay to check your phone, texts or social media while working on the salon/spa floor. Select one: True False

false

Taste is the most personal of the five senses. Select one: True False

false

The client consent form protects the salon/spa and individual esthetician from all claims related to accidents or damage to the client's skin as a result of services. Select one: True False

false

If you have already started an appointment with your next client, do your best to graciously thank your last client while maintaining contact with your current client. Select one: True False

true

When working with a client who has a disability or health challenge, ask respectful and direct questions about their needs. Select one: True False

true

Positive body language to use when connecting with the client includes all of the following examples EXCEPT: Select one: a. smiling b. slouching c. maintaining good posture d. using open hand gestures

b. slouching

Post-service instructions for a chemical or mechanical (physical) exfoliation require detailed post-care for how many days after treatment? Select one: a. 1-2 days b. 3-5 days c. 6-10 days d. 10-14 days

b. 3-5 days

What is a reason for collecting the client's skin care history as part of a client intake form? Select one: a. marketing b. legal compliance c. client's email address d. home-care recommendations

d. home-care recommendations

Ways to make your client's visit more memorable include all of the following actions EXCEPT: Select one: a. knowing your products b. working with intent and focus c. maintaining a relaxed ambiance d. making client look and feel good according to your wants and needs

d. making client look and feel god according to your wants and needs

"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: Select one: a. consent b. rapport c. credibility d. satisfaction

d. satisfaction

Who should a client contact to report experiencing mild redness and irritation after a facial? Select one: a. physician b. another client c. dermatologist d. service provider

d. service provider

An excess of fat in the diet can contribute to: Select one: a. yellow skin b. increased dryness c. premature wrinkles d. skin congestion and comedones

d. skin congestion and comedones

Creating a home-care regimen and instructing on proper product usage takes place during which phase of the service process? Select one: a. Tell b. Treat c. Show d. Teach

d. teach

Why is it important to use a client's name? Select one: a. creates a barrier b. helps them feel important c. helps every client feel unrecognized d. lets everyone around them know who they are

B. helps them feel important

A client does not have the right to access information you keep on them. Select one: True False

False

Which of the following statements is an example of the Create service essential strategy known as "Show"? Select one: a. "These are the products I will be using during this treatment." b. "I'm using slightly more pressure here to release tension in your muscle." c. "I'll begin by cleansing your skin with a gentle, non-detergent gel cleanser." d. "I'll be using an enzyme mask with steam to address your concerns about acne."

a. "These are the products I will be using during this treatment."

If you can't give the client what they want, you should use all of the following strategies EXCEPT: Select one: a. offer a flat-out no b. offer a positive alternative c. maintain a pleasant attitude and tone d. explain why you can't give the client what they want

a. offer a flat-out no

Try to greet the client within the first: Select one: a. 10 seconds b. 90 seconds c. 5 minutes d. 10 minutes

a. 10 seconds

Providing follow-up after a salon/spa visit may include sending a personalized email within what period of time? Select one: a. 24 hours b. 36 hours c. 48 hours d. 72 hours

a. 24 hours

When analyzing the client's skin for a facial service, use the method of Look, Touch and: Select one: a. Ask b. Know c. Tell d. Show

a. Ask

An example of making your client feel valued is to: Select one: a. acknowledge every client when they arrive b. offer only one-word responses to the client c. acknowledge only new clients when they arrive d. let bad moods carry over into client conversations

a. acknowledge every client when they arrive

Which of the following descriptions is an example of a product benefit? Select one: a. brightens the skin b. contains apricot oil. c. lists rice bran as an ingredient d. vitamin E is a featured ingredient

a. brightens the skin

A professional tone of voice should be: Select one: a. calm b. timid c. inconsiderate d. judgmental

a. calm

consultation record contains all of the following information EXCEPT: Select one: 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

a. clients religion

Helping a client feel comfortable and confident with you and the salon/spa service you are about to perform is the goal of which of the following service essentials? Select one: a. Connect b. Consult c. Create d. Complete

a. connect

In addition to communication skills, factors such as personality, schedule/time, environment and professional appearance play a role in building: Select one: a. credibility b. momentum c. predictable results d. professional atmosphere

a. credibility

Select the term that could be used to help uncover problems or challenges that clients currently "have." Select one: a. dry b. soft c. clear d. smooth

a. dry

All of the following actions are ways to build rapport by giving the client helpful directions EXCEPT: Select one: a. have magazines or books available b. walk next to client and make polite conversation c. assist client when moving from one area to another d. help client take their coat off and offer to put it away

a. having magazines or books available

The reason for showing the client what products, tools and devices will be used before the treatment is to avoid: Select one: 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

a. interrupting the clients relaxation

Even if the client brings them up, try to avoid topics like religion, money, sex, romance or: Select one: a. politics b. hobbies c. makeup d. clothing style

a. politics

All of the following guidelines are things to keep in mind during the Create service essential EXCEPT: Select one: a. prebook your next appointment b. explain the correct sequence c. obtain client consent before service d. document products and services discussed

a. prebook your next appointment

Melanie is planning a consultation with a new client. What type of environment should be used for the consultation so the client feels comfortable sharing confidential information? Select one: a. private area b. dark area c. noisy area d. traffic area

a. private area

Playing soft, slow music in the spa area will enhance which of the following experiences? Select one: a. relaxation b. stimulation c. exhilaration d. invigoration

a. relaxation

Using the statement "I'm using slightly more pressure here to release tension in your muscle." would occur during which of the following Create strategies? Select one: a. Tell b. Show c. Treat d. Customize

a. tell

Which of the following is NOT a suggested way to establish rapport? Select one: a. use the client's name b. produce predictable results c. give the client helpful direction d. introduce yourself to your client

b. produce predictable results

An opportunity for customizing a client's service experience can be: Select one: 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

b. asking what type of music the client likes

Analyzing the client's wants and needs occurs during which service essential? Select one: a. Create b. Consult c. Connect d. Complete

b. consult

Select the description that could identify a feature when recommending a product. Select one: a. adds color b. contains apricot oil c. reduces oil d. protects and relaxes

b. contains apricot oil

Ensure client comfort with all of the following strategies EXCEPT: Select one: 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

b. cooling towels and linens before the service

Negative body language is represented by: Select one: a. smiling b. folded arms c. good posture d. open hand gestures

b. folded arms

Newsletters, birthday cards and thank-you cards are examples of: Select one: a. referring b. follow-up c. prebooking d. recommending

b. follow-up

LeAnn wants to ensure that she has gathered all of the correct information from her client. What can help her accomplish this? Select one: a. using good talking skills b. having good listening skills c. interrupting a client with a question d. looking around during a consultation

b. having good listening skills

Which of the following actions will help you select the best tools and products for your client? Select one: a. listening to the client b. knowing your products c. working with intent and focus d. keeping your work repeatable

b. knowing your products

Which of the following descriptions reflects keeping a salon/spa conversation professional? Select one: 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 conversatio

b. not talking about yourself too much

Which of the following strategies is a part of the Consult service essential? Select one: a. greeting a client b. obtaining consent c. performing a service d. recommending home care

b. obtaining consent

Of the following strategies, which one is used during the Complete service essential? Select one: a. analyze client wants and needs b. offer product recommendations c. establish rapport and build credibility d. produce functional, predictable results

b. 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: Select one: a. referral b. prebook c. product recommendation d. client recommendation

b. prebook

All of the following statements describe ways to build credibility with clients, EXCEPT: Select one: 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

b. shorten or omit connecting time with the next client

The type of treatment plan you create is based on: Select one: 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

b. the service you will be performing

Customizing a facial or body service, then performing the protocol, is a Create service essential known as: Select one: a. Tell b. Treat c. Show d. Teach

b. treat

When introducing yourself to a client, use poised, calm movements to project confidence and: Select one: a. inability b. hesitation c. competence d. incompetence

c. competence

When you are ready to make product and service recommendations for your client, which of the following areas should you NOT consider? Select one: a. daily skin care b. post-service care c. products you want to sell d. the client's treatment plan

c. products you want to sell

The four Service Essentials are Connect, Consult, Create and: Select one: a. Confirm b. Comfort c. Complete d. Communicate

c. Complete

Greeting the client is an element of which Service Essential? Select one: a. Create b. Consult c. Connect d. Complete

c. Connect

For facial or body treatment services, keep client interaction and instruction at what part of the service? Select one: a. end b. middle c. beginning d. throughout

c. beginning

Complete the client's consultation record card listing all of the following information EXCEPT: Select one: a. contra-actions b. recommended products c. client's political affiliation d. changes in procedure or products used

c. clients political affiliation

Reactions that may happen during or after a treatment are known as: Select one: a. benefits b. features c. contra-actions d. contraindications

c. contra-actions

The Connect service essential involves establishing rapport and building: Select one: a. finances b. disloyalty c. credibility d. disagreement

c. credibility

When is it a good time to educate the client on how to achieve the same results at home? Select one: a. during the Connect service essential b. during the Consult service essential c. during the Create service essential d. during the Complete service essential

c. during the Create service essential

How often should a skin analysis be performed? Select one: 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

c. every time the client comes in for a service

Making sure the client can see you when you are speaking is an example of a possible modification to use for a client with: Select one: a. cancer b. chronic pain c. hearing impairment d. eyesight impairment

c. hearing impairment

Generally, a new client who has been referred by an existing client is: Select one: a. more critical of the service b. less likely to become a regular c. more likely to become a regular d. forced to come to the salon/spa

c. more likely to become a regular

Tips for a successful consultation include all of the following steps EXCEPT: Select one: a. listen to client b. maintain eye contact c. not discussing client's daily skin care regimen d. sit so client doesn't have to look up at you

c. not discussing clients daily skin care regimen

What component of a consultation record would allow space for the client to list major skin concerns, current home-care regimen, past treatments, product use and expectations? Select one: a. treatment record b. personal information c. personal skin evaluation d. professional skin evaluation

c. personal skin evaluation

The five senses that will ensure your client's visit is exceptionally memorable are sight, sound, smell, touch and: Select one: a. walk b. humor c. taste d. balance

c. taste

Why should you sit next to your client during the consultation? Select one: a. so they will feel inferior b. it is easier to listen while sitting c. they don't have to look up at you d. you can easily set up necessary barriers

c. they don't have to look up at you

Strategies practiced during the Create service essential include Show, Tell and: Select one: a. Go b. Sell c. Treat d. Complete

c. treat

Open-ended questions usually begin with all of the following words EXCEPT: Select one: a. how b. who c. you d. where

c. you

All of the following strategies can help a client feel they've had an exceptional experience EXCEPT: Select one: 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

d. expressing unhappiness about a class you attended

Emily knows it is important to be honest when explaining her services. Which of the following statements reflects Emily's attention to the client's needs or concerns without exaggeration? Select one: a. "I can work miracles on those lines and wrinkles." b. "I would recommend a vitamin serum today. It will make your skin 150% better." c. "I'd recommend an enzyme peel. It will make you look 30 years younger." d. I'd like to recommend an enzyme peel. It will remove excess skin cell buildup and smooth the roughness you're experiencing.

d. I'd like to recommend an enzyme peel. It will remove excess skin cell buildup and smooth the roughness you're experiencing.

Mary is using the Create strategy of "Tell." What is something she might say to the client? Select one: 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."

d. "I'm using a medium fan brush to apply and blend the blush."

Which of the following questions is considered an open-ended question? Select one: 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?"

d. "What results do you want to see in your skin?"

Follow-up after the salon/spa visit is done during which of the following service essentials? Select one: a. Create b. Consult c. Connect d. Complete

d. Complete

Producing functional, predictable and pleasing results during a service describes which service essential? Select one: a. Create b. Consult c. Correct d. Complete

d. Complete

At what point would you gain consent to move forward during the Consult service essential? Select one: a. before creating the treatment plan b. right after analyzing the client's skin c. before analyzing the client's physical attributes d. after client agrees on recommendations

d. after client agrees on recommendations

If you sense hesitation from the client about your suggestions made during the Consult service essential, you should: Select one: 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

d. ask additional questions to clarify what the client wants

Strategies that can help reinforce client satisfaction during the Complete service essential include all of the following actions EXCEPT: Select one: a. summarizing the services performed b. prompting clients to tell you how they feel c. reminding clients how great their skin looks d. asking questions to determine what the client wants

d. asking questions to determine what the client wants

Which of the following descriptions reduces client satisfaction? Select one: 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

d. assume client sees result the same as you do

A key point to keep in mind when working with a client with a disability or health challenge is to: Select one: 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

d. book extra time, so they don't feel rushed

A skin charting form is used during which of the following services? Select one: a. waxing b. sugaring c. makeup application d. chemical exfoliation

d. chemical exfoliation

Which of the following words describes how clients should see your routine each time they visit? Select one: a. varied b. erratic c. irregular d. consistent

d. consistent

Any contra-actions noticed during the treatment are included on the: Select one: a. follow-up call b. thank-you card c. skin care regimen d. consultation record

d. consultation record

Key areas to address when creating a home-care plan include all the following areas EXCEPT: Select one: a. order of product use b. how to use a product c. frequency of product use d. discredit client's current product

d. discredit clients current product

Which of the following actions describes the Create service essential? Select one: a. build credibility b. establish rapport c. analyze client wants and needs d. explain treatment steps and actions

d. explain treatment steps and actions

Select the term that could be used by a client to help uncover what they "want" in a skin care service. Select one: a. dry b. oily c. shiny d. healthy

d. healthy

Clients will often connect your professional appearance to their expectations of your job performance. Select one: True False

true