Pivot Point 104E Client Centered Experience
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 the treatment"
Try to greet the client within the first:
10 seconds
Post-service instructions for a chemical or mechanical (physical) exfoliation require detailed post-care for how many days after treatment?
3-5 days
why is it important to use the clients name?
Helps every client feel important
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?
I would like to recommend an enzyme peel. it will remove excess skin cell buildup and smooth the roughness you are experiencing
the type of treatment plan you create is based on:
The service you will be performing
An example of making your client feel valued is to:
acknowledge every client when they arrive
at what point would you gain consent to move forward during the consult service essential?
after client agrees on recommendations
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 clients service experience can be:
asking what type of music the client likes
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 professional tone of voice should be:
calm
A skin charting form is used during which of the following services?
chemical exfoliation
Complete the client's consultation record card listing all of the following information EXCEPT:
clients political affiliation
a consultation record contains all of the following information except:
clients religion
When introducing yourself to a client, use poised, calm movements to project confidence and:
competence
The four Service Essentials are Connect, Consult, Create and:
complete
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
Producing a functional, predictable and pleasing result is part of which service essential?
create
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
When is it a good time to educate the client on how to achieve the same results at home?
during the create service essential
how often should a skin analysis be performed?
every time the client comes in for a service
It is okay to check your phone, texts or social media while working on the salon/spa floor.
false
a client does not have the right to access any information you keep on them.
false
the client consent form protects the spa and individual esthetician from all claims related to accidents or damage to the clients skin as a result of services.
false
all of the following actions are ways to build rapport by giving the client helpful directions except:
have magazines or books available
Select the term that could be used by a client to help uncover what they want in a skin care service.
healthy
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
what is a reason for collecting the clients 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
which of the following actions will help you select the best tools and products for your client?
knowing your products
Generally, a new client who has been referred by an existing client is:
more likely to become a regular
tips for a successful consultation include all of the following steps except:
not discussing client's daily skin care regimen
which of the following descriptions reflects keeping a salon/spa conversation professional?
not talking about yourself too much
which of the following strategies is a part of the consult service essential?
obtaining consent
Of the following strategies, which one is used during the Complete service essential?
offer product recommendations
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?
personal skin evaluation
Even if the client brings them up, try to avoid topics like religion, money, sex, romance or:
politics
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
positive body language to use when connecting with the client includes all of the following examples except:
slouching
why should you sit next to your client during the consultation?
so they don't have to look up at you?
the 5 senses that will ensure your clients 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
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
Clients will often connect your professional appearance to their expectations of your job performance.
true
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
open-ended questions usually begin with all of the following words except:
you
