CLIENT EXPERIENCE
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.
True
Which of the following words describes how clients should see your routine each time they visit?
consistent
Reactions that may happen during or after a treatment are known as
contra-actions
Ensure client comfort with all of the following strategies EXCEPT
cooling towels and linens before the service
In addition to communication skills, factors such as personality, schedule/time, environment and professional appearance play a role in building
credibility
The Connect service essential involves establishing rapport and building:
credibility
Key areas to address when creating a home-care plan include all the following areas EXCEPT:
discredit client's current product
How often should a skin analysis be performed?
every time the client comes in for a service
Which of the following actions describes the Create service essential?
explain treatment steps and actions
Negative body language is represented by
folded arms
Newsletters, birthday cards and thank-you cards are examples of:
follow up
Making sure the client can see you when you are speaking is an example of a possible modification to use for a client with
hearing impairment
Playing soft, slow music in the spa area will enhance which of the following experiences?
relaxation
Who should a client contact to report experiencing mild redness and irritation after a facial
service provider
Open-ended questions usually begin with all of the following words EXCEPT:
you
If there is no answer when making a follow-up call, you should not leave a message (T or F)
False
It is okay to check your phone, texts or social media while working on the salon/spa floor (T or F)
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.
False
Select the term that could be used by a client to help uncover what they "want" in a skin care service.
Healthy
Which of the following actions will help you select the best tools and products for your client?
Knowing your products
Mary is using the Create strategy of "Tell." What is something she might say to the client?
"I'm using a medium fan brush to apply and blend the blush"
Which of the following statements is an example of the Create service essential strategy known as "Show"
"These are the products I will be using during this treatment."
Try to greet the client within the first
10 seconds
Providing follow-up after a salon/spa visit may include sending a personalized email within what period of time?
24 hours
Post-service instructions for a chemical or mechanical (physical) exfoliation require detailed post-care for how many days after treatment?
3-5 days
When analyzing the client's skin for a facial service, use the method of Look, Touch and...
Ask
If you sense hesitation from the client about your suggestions made during the Consult service essential, you should:
Ask additional questions to clarify what the client wants
An opportunity for customizing a client's service experience can be:
Asking what type of music the client likes
Which of the following descriptions reduces client satisfaction?
Assume client sees results the same as you do
For facial or body treatment services, keep client interaction and instruction at what part of the service?
Beginning
A key point to keep in mind when working with a client with a disability or health challenge is to
Book extra time, so they don't feel rushed
A skin charting form is used during which of the following services?
Chemical exfoliation
A consultation record contains all of the following information EXCEPT:
Clients religion
Follow-up after the salon/spa visit is done during which of the following service essentials?
Complete
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
Connect
Which of the following words describes how clients should see your routine each time they visit?
Consistent
Any contra-actions noticed during the treatment are included on the
Consultation record
Select the description that could identify a feature when recommending a product.
Contains apricot oil
Select the term that could be used to help uncover problems or challenges that clients currently "have."
Dry
All of the following strategies can help a client feel they've had an exceptional experience EXCEPT
Expressing unhappiness about a class you attended
All of the following actions are ways to build rapport by giving the client helpful directions EXCEPT
Have magazines or books available
What is a reason for collecting the client's skin care history as part of a client intake form?
Home-care recommendations
The reason for showing the client what products, tools and devices will be used before the treatment is to avoid
Interrupting the clients relaxation
If you can't give the client what they want, you should use all of the following strategies EXCEPT
Offer a flat-out no
Of the following strategies, which one is used during the Complete service essential?
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 is NOT a suggested way to establish rapport?
Produce predictable results
"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
Satisfaction
The five senses that will ensure your client's visit is exceptionally memorable are sight, sound, smell, touch and:
Taste
Creating a home-care regimen and instructing on proper product usage takes place during which phase of the service process?
Teach
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?
Tell
The type of treatment plan you create is based on:
The service you will be performing
Strategies that can help reinforce client satisfaction during the Complete service essential include all of the following actions EXCEPT:
asking questions to determine what the client wants
A professional tone of voice should be:
calm
Complete the client's consultation record card listing all of the following information EXCEPT
client's political affiliation
The four Service Essentials are Connect, Consult, Create and:
complete
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?
connect
Why is it important to use a client's name?
helps them feel important
Tips for a successful consultation include all of the following steps EXCEPT
not discussing client's daily skin care regimen
Which of the following strategies is a part of the Consult service essential?
obtaining consent
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?
private area
When you are ready to make product and service recommendations for your client, which of the following areas should you NOT consider?
products you want to sell
All of the following statements describe ways to build credibility with clients, EXCEPT:
shorten or omit connecting time with the next client
Positive body language to use when connecting with the client includes all of the following examples EXCEPT
slouching
During a visual service like makeup, when should recommending products take place?
throughout entire service
Customizing a facial or body service, then performing the protocol, is a Create service essential known as
treat