Test #5
An important strategy to use when conducting a client consultation is known as _________. A) Avoiding eye contact B) Reflective listening C) Talking loudly D) Interrupting regularly
b) Reflective listening
The most important point to keep in mind about makeup is that it should _____________ your best features and mask your less flattering ones A) Accentuate B) Minimize C) Lessen D) Reduce
A) Accentuate
Client record keeping is important because _____________. A) All answers B) It is difficult to remember everything about a client's previous visits to the salon C) You can refer to a client's previous products sales when marking recommendations for purchase D) It can help you prepare for the client's visit
A) All answers
Deductive reasoning used in testing includes _____________. A) All answers B) Watching for grammatical clues C) Eliminating answers that you know are wrong D) Studying the stem
A) All answers
In addition to your resume and cover letter, you may want to prepare a portfolio that includes ________________. A) All answers B) Award certificates C) Letters of recognition for community service or volunteer work D) Before and after photos relating to skin care or makeup artistry
A) All answers
What is the first thing you should do when a conflict arises with a dissatisfied client? A) Apologize for the client's displeasure B) Try to change what the client is unhappy with C) Give the client as opportunity to vent D) Summon the salon manager
A) Apologize for the client's displeasure
What is NOT one of the golden rules of human relations? A) Bear down and work harder when you are overwhelmed B) Make amends when you are wrong C) Learn to forgive yourself and others D) Think twice before impulsively reacting to a situation
A) Bear down and work harder when you are overwhelmed
What does public relations entail? A) Building a reputation for quality service and fair business practices B) Frequent advertising C) Bragging about your services and products D) Handling out coupons to clients every time they come to visit your salon
A) Building a reputation for quality service and fair business practices
The act of transmitting information, in the form of symbols, gestures, or behaviors, in order to express an idea or concept so that it is satisfactorily understood is known as _____________________. A) Communication B) Speaking C) Listening D) Sign language
A) Communication
What should you AVOID when communicating with your salon manager? A) Complaining about colleagues B) Getting your facts straights C) Challenging the manager's authority for a legitimate reason D) Being open and honest
A) Complaining about colleagues
What is the science of designing the workplace, its equipment, and tools to make specific body movements more comfortable, efficient, and safe? A) Ergonomics B) Posturepedics C) Flexonomics D) Dynamics
A) Ergonomics
To be effective at retailing, you should ______________. A) Familiarize yourself with chemical ingredients, their properties, and their effects on skin B) Select a single line of products and limit your knowledge base to the items your salon carries C) Rely completely on manufacturer-provided product information D) Try to memorize the name and chemical makeup of every skin care product on the market
A) Familiarize yourself with chemical ingredients, their properties, and their effects on skin
What is the first step in the process of breaking down product knowledge into more manageable categories? A) Find out as much as you can about the manufacturer's philosophy B) Ask the client which products and manufacturers she trusts most C) Assess the quality of the manufacturer's products D) Assess the quality of the manufacturer's methods of research and development
A) Find out as much as you can about the manufacturer's philosophy
What should you do at an interview? A) Frame all of your answers in a positive context B) Lean on the interviewer's desk to show your interest in the conversation C) Chew gum to keep your breath fresh D) Bring a cup of coffee to keep your energy up
A) Frame all of your answers in a positive context
If you find studying overwhelming, focus on ___________. A) Manageable tasks B) Your long-term goals C) Improving habits D) The big picture
A) Manageable tasks
What should you do when taking a written exam? A) Mark any questions you skip so that you can find them easily later B) Refrain from asking the examiner questions for any reason C) Answer those questions you are sure about last D) Always answer every question in the order that they are presented
A) Mark any questions you skip so that you can find them easily later
What document establishes the values that you live and work by, as well as your future goals? A) Mission statement B) Term paper C) resume D) Report card
A) Mission statement
What is NOT part of your physical presentation? A) Mood B) Walk C) Posture D) Movements
A) Mood
When there are two or more owners involved in a salon, what is it called? A) Partnership B) Joint venture C) Corporation D) Sole proprietorship
A) Partnership
What tool can be used to put your clients at ease about your technical skills abilities? A) Personal portfolio B) Style book C) Letters of recommendation D) Fashion magazine
A) Personal portfolio
Practice doing whatever you do well in order to maintain a ______________. A) Positive self-image B) Good relationship C) Good posture D) Healthy diet
A) Positive self-image
What term refers to putting off until until tomorrow what you can do today? A) Procrastination B) Pondering C) Perfectionism D) Planning
A) Procrastination
What is the BEST way to retain clients to ensure a steady stream of business? A) Provide personal attention B) Charge more for your services so clients think they are more valuable C) Offer discounts from time to time D) Place numerous television and radio ads
A) Provide personal attention
Clear thinking and planning are stimulated by ________________. A) Regular exercise B) External skills C) Inner spirit D) External resources
A) Regular exercise
What is the final step of the 10-step consultation process? A) Reiterate everything you and the client have agreed upon B) Assess the client's current goals and objectives C) Counsel the client on the maintenance process D) Recommend treatment options
A) Reiterate everything you and the client have agreed upon
It should be standard practice to __________________. A) Remind clients to book their next appointment B) Enter all appointments into the appointment book or computer system at the end of the day C) "Squeeze in" clients whenever they request it D) Have each person in the salon answer the phone in his or her own way
A) Remind clients to book their next appointment
Identify the answer that accurately describes a prescriptive memo. A) retail products that you recommend for home care B) Ingredients of key products C) List of products prescribed by physicians D) A form that provides the names and numbers of dermatologists whom you admire
A) Retail products that you recommend for home care
______________ is based on inner strength and begins with trusting your ability to reach your goals. A) Self-esteem B) Loyalty C) Integrity D) Honesty
A) Self-esteem
As an employer, it is important to _______________. A) Set clear goals and objectives and be consistent B) Do fewer clients and supervise employees more C) Always arrive early and leave late D) Work harder than your employees
A) Set clear goals and objectives and be consistent
Consumption supplies are ____________. A) Supplies used to conduct business operations on a daily basis B) Things like toilet paper, paper towels, and cotton only C) Retail products D) All answers
A) Supplies used to conduct business operations on daily basis
What is revenue? A) The total income generated from selling products and services, before expenses are taken out B) The money you have left over in your paycheck after you pay your taxes C) The amount of money left after all expenses are taken out D) The actual amount you earn in your paycheck, before taxes are taken out
A) The total income generated from selling products and services, before expenses are taken out
To help you manage your finances well, it is recommended that you determine how much capital you will need to operate your salon for at least _______________. A) Two years B) One week C) Six months D) Six weeks
A) Two years
What should you do when speaking on the phone? A) Use a pleasant, natural tone of voice B) Use slang C) Adopt an aggressive attitude D) Speak as quickly as possible so you can get right back to your work
A) Use a pleasant, natural tone of voice
What can you do to begin your journey of success right now? A) Visualize yourself as a successful esthetician B) Cut back on your sleep so you have more time to focus on work C) Incorporate your personal life into your work D) Build on your weaknesses and forego your stengths
A) Visualize yourself as a successful esthetician
What question should you ask clients about their lifestyle during the consultation? A) What do you do for a living? B) What is your Fitzpatrick type? C) How is your relationship with your spouse? D) Are you generally a happy person?
A) What do you do for a living
What is NOT a topic about which you should expect to be questioned during an interview? A) Your martial status B) Your ability to be a team player C) Your retail sales philosophy D) Your plan for meeting retail sales goals
A) Your marital status
What should you do when faced with a no-win argument? A) Remove yourself from the situation B) Deflect by changing the argument to one you can win C) Stay engaged and fight to the finish D) Try to convince the other person that you are right
A) remove yourself from the situation
When selecting manufacturer's marketing materials to use in your salon, you should look for those that ______________. A) Address frequently asked questions associated with the product's use B) All answers C) Identify the contraindications for the products D) Use a simple format to explain the features and benefits of a product
B) All answers
What is NOT one of the strategies associated with deductive reasoning? A) Watch for key words or terms B) Always read any long paragraphs of reading before reading the questions that follow C) Watch for grammatical clues D) Eliminate options known to be incorrect
B) Always read any long paragraphs of reading before reading the questions that follow
The most important communication you will have with your clients is the __________. A) Initial greeting B) Client consultation C) Friendly chit-chat D) Sales pitch
B) Client consultation
What is another common term for ethics? A) Goals B) Code of conduct C) Professional liabilities D) Business model
B) Code of conduct
Whose guidance should you seek when renting commercial space for the first time? A) Attorney B) Commercial real estate broker C) Residential real estate broker D) Accountant
B) Commercial real estate broker
When people are secure, how do they feel? A) Worried B) Confident C) Overwhelmed D) Anxious
B) Confident
Which of these business structures offers an owner the greatest protection from personal liability? A) Sole proprietorship B) Corporation C) Booth rental D) Partnership
B) Corporation
When is a good time to educate clients about their skin? A) After applying paraffin wax B) During the skin analysis C) While steaming the face D) During the massage
B) During the skin analysis
What is NOT one of the ingredients of a healthy, well-developed attitude? A) Receptivity B) Emotional instability C) Confidentiality D) Diplomacy
B) Emotional instability
Ideally, your resume should _____________. A) Be presented on bright yellow or pink paper B) Fit on one page C) Focus solely on your educational background D) All answers
B) Fit on one page
What should you do when sitting? A) Lift your heels up off the floor B) Keep your back straight C) Cross your legs at the ankles D) Bend forward from the waist
B) Keep your back straight
What should you look for when selecting a location for your business? A) Large distance from other businesses B) Location that is easy to get to C) Low foot traffic D) Location with low visibility
B) Location that is easy to get to
Your sense of purpose can be validated in personal ______________. A) Legal contract B) Mission statement C) Business plan D) Trade magazine
B) Mission statement
How many pages should your resume ideally have? A) As many as you need to fully explain your education and experience B) One C) Three D) Two
B) One
The daily maintenance of cleanliness and healthfulness through certain daily practices is known as ___________. A) Public hygiene B) Personal hygiene C) Public sanitation D) Health awareness
B) Personal hygiene
Some of the most important elements of a healthy, positive lifestyle are _______________, work ethic, and teamwork. A) Unrealistic dream B) Positive attitude C) Personal preference D) Poor habits
B) Positive attitude
Your ____________ should convey an image of confidence A) Attitude B) Posture C) Philosophy D) Spirit
B) Posture
What should you do when preparing your resume? A) Include contact information for personal references B) Present your career goals in a nonthreatening manner C) Exaggerate your experiences and achievements as necessary D) Include hobbies even if they are not directly related to business
B) Present your career goals in a nonthreatening manner
The impression you project as a person engaged in a beauty and wellness profession that consists of your outward appearance and conduct exhibited in the workplace is known as ____________________. A) Work professionalism B) Professional image C) Code of conduct D) Work ethic
B) Professional image
One measure that can be taken to prevent injury on the job is to relieve stress from repetitive movements or from standing or sitting in one position too long is ______________. A) Gripping implements tightly B) regular stretching exercise C) Occasional bending and twisting D) Holding arms away from body
B) Regular stretching exercise
What should you do when communicating with fellow staffers? A) Be dishonest if necessary, to paint yourself in the best light B) remain objective C) Pick sides when coworkers argue D) Refrain from seeking help when at odds with a coworker
B) Remain objective
A good way to gain the experience of operating a business without a large financial commitment is to _____________. A) Start a corporation B) Rent a booth in an existing salon C) Establish a sole proprietorship D) From a partnership with another esthetician
B) Rent a booth in an existing salon
As you interact and communicate with fellow co-workers, remember to treat everyone with _____________________. A) Indifference B) Respect C) Aloofness D) Criticism
B) Respect
Salons are kept going by _______________. A) Attracting new clients B) Retaining clients C) Frequent menu changes D) Posters and other marketing display in the salon
B) Retaining clients
What is the best way to handle phone messages during the course of a busy day? A) Wait until the end of the day when things are quiet, and you can give your callers all your attention B) Return messages as soon as possible C) Return calls immediately, even if it means that you must pull away from a client D) Call in the morning when people are fresh
B) Return messages as soon as possible
The ability to deliver a truthful, straightforward message without being critical is known as _________________. A) Gentleness B) Tactfulness C) Assertiveness D) Friendliness
B) Tactfulness
What is NOT typically part of a receptionist's jobs in a salon? A) To instill client confidence B) To perform treatments C) To ensure customer satisfaction D) To promote goodwill
B) To perform treatments
What is most important to build with clients? A) Intuitive relationship B) Trusting relationship C) Happy conversation D) Friendly rapport
B) Trusting relationship
What is an important part of showing respect for others? A) Interrupting when others speak B) Using good manners C) Pointing out people's flaws D) Discussing your personal life with coworkers
B) Using good manners
When are you entitled to overtime pay? A) Anytime you work more hours than you are scheduled for B) When you work more than 40 hours per week C) When you come in on your day odd to fill in for a sick co-worker D) Only is you hold an official salon management position
B) When you work more than 40 hours per week
How soon after starting clients on a new home-care regimen should you call to check on them? A) Within one week B) Within 48 hours C) Within 72 hours D) Within 24 hours
B) Within 48 hours
Generally, if clients are more than __________ minutes late, they should be asked to reschedule. A) 10 B) 30 C) 15 D) 20
C) 15
If you work on a straight commission basis, your commission rate can range from ___________. A) 30-40% B) 10-20% C) 25-60% D) 75-80%
C) 25-60%
Franchise salons or spas ________________. A) Are chain salons B) Are dependent salons C) Are owned by individuals, but are still part of a larger organization or chain D) Have no more than 5 location
C) Are owned by individuals, but are still part of a larger organization or chain
What should you do to maintain good standing posture? A) Keep your knees locked B) Arch your back C) Balance your neck directly above your shoulders D) Scrunch your shoulders
C) Balance your neck directly above your shoulders
What helps to encourage good employee relations? A) Instructing employees to find their own motivation B) Changing employee goals and objectives frequently C) Beginning each new employee relationship with the proper orientation D) Treating employees as tools of management
C) Beginning each new employee relationship with the proper orientation
What type of approach is generally best when applying makeup? A) Heavy and striking B) Colorful and trendy C) Clean and natural D) Dark and imposing
C) Clean and natural
What should you try to do when a situation with a client is beyond your control? A) Save face by whatever means necessary B) Allow the client to control the conversation C) Communicate past the issue D) Place blame on the client
C) Communicate past the issue
Effective management and _____________ skills are most important to goof public relations A) Bookkeeping B) Policy creation C) Communication D) All answers
C) Communication
What is NOT a basic business principle with which you will need to become familiar if you decide to operate your own business? A) Human resource management B) Marketing C) Equipment repair D) Accounting
C) Equipment repair
Identify one of the many important factors you should consider when scouting for a location A) Find areas that have a lot of competition because this is a sign of a lucrative market B) Ignore the competition; your skills and services stand on their own C) Find areas that have a moderate number of salons offering skin care D) Find areas that have no competition
C) Find areas that have a moderate number of salons offering skin care
Before accepting your first position as an esthetician, you should _____________. A) Count the number of stations versus the number of treatment rooms B) Take more classes C) Find out as much as possible about the salon's history and philosophy D) Meet every person who works at the salon
C) Find out as much as possible about the salon's history and philosophy
What is one of the principles of consultative selling? A) Use the same approach for every client, regardless of their personality B) Focus on recommending products that will bring you the biggest commission C) Find out what your clients need and make every effort to fulfill that need D) Introduce products at a time when clients are relaxing
C) Find out what your clients need and make every effort to fulfill that need
People who are rude, insensitive, and generally unfeeling are usually _________. A) Mature B) Responsible C) Insecure D) Immature
C) Insecure
What is NOT important to keeping a business running smoothly? A) Developing solid business management skills B) Managing finances well C) Maintaining an antagonist relationship with employees D) Developing positive customer relations
C) Maintaining an antagonist relationship with employees
What is NOT something estheticians do when they accept selling as a professional responsibility? A) Educate clients B) Encourage clients to return in the future for products and services C) Make clients feel distrustful D) Promote credibilty
C) Make clients feel distrustful
When you prioritize, you make a list of tasks in what order? A) Least important to most important B) Easiest to most difficult C) Most important to least important D) Most difficult to easiest
C) Most important to least important
Prioritizing means making a list of tasks that need to be done in what order? A) General to specific B) Specific to general C) Most to least important D) Oldest to newest
C) Most to least important
To be successful in retail sales, you must be __________________. A) Skilled in sales techniques B) A natural salesperson C) Motivated and committed to their value D) All answers
C) Motivated and committed to their value
What is NOT an example of a common promotion strategy? A) Give clients a discount during their holiday month B) Add value to services on slower days C) Offer sales promotions for an unlimited time D) Endorse frequent-buyer programs
C) Offer sales promotions for an unlimited time
What should you do to help gain control of the test situation? A) Listen attentively during class instead of taking notes B) Maintain a pessimistic attitude so that you will be surprised if you do well C) Pay attention to any tips offered by your instructors D) Cram the night before the test
C) Pay attention to any tips offered by your instructions
Three bad habits that can keep you from maintaining peak performance are procrastination, lacking a game plan, and ____________________. A) Prevarication B) Preparation C) Perfectionism D) Persistence
C) Perfectionism
What is NOT a way in which skin care professionals promote good public relations? A) Develop good client relations B) Develop good employee relations C) Place ads in local newspapers D) Promote excellent services
C) Place ads in local newspapers
To successfully retail to clients, you should ________________. A) Bag the products and present the client with a receipt before discussing the products B) Demonstrate products the way salespeople in department stores do C) Position products as genuine solutions to problems D) All answers
C) Position products as genuine solutions to problems
What is NOT a factor that commonly causes sales to increase or decrease? A) Your personal selling technique B) Promotional efforts C) Product ingredients D) Market conditions
C) Product ingredients
Procrastination is harmful because it can rob you of ___________. A) Arrogance B) Good posture C) Productivity D) Party time
C) Productivity
What term refers to the impression projected be an esthetician's outward appearance and conduct in the workplace? A) Technical ability B) Personal style C) Professional image D) Professional experience
C) Professional image
Which of these is an example of an expense? A) All answers B) Service receipts C) Salaries D) Sales reciept
C) Salaries
What should you do if a client asks you a question about a product and you do not know the answer? A) Act like you didn't hear the question and continue with what you are doing B) Make a guess based on what the client has told you C) Say that you do not know, but would be happy to find out for them D) Redirect the conversation to a topic about which you are knowledgable
C) Say that you do not know, but would be happy to find out for them
What is generally the receptionist's MAIN job? A) Maintaining the salon's financial records B) Operating the retail counter C) Scheduling appointments D) Greeting people when they enter the salon
C) Scheduling appointments
Put a stop to _____________ thoughts that can block the creative mind from exploring ideas and discovering solutions to challenges A) Positive B) Self-approving C) Self-critical D) Healthy
C) Self-critical
What personal characteristics show that you have a good work ethic? A) Competitive and detached B) Carefree and self-centered C) Trustworthy and hardworking D) Critical and disrespectful
C) Trustworthy and hardworking
What should you do when faced with a difficult client? A) Avoid eye contact with the client B) Retrain from active listening behaviors C) Use language that evokes a positive response D) Allow the client to steer the discussion away from the matter at hand
C) Use language that evokes a positive response
When should the client intake form be mentioned to the client? A) During the appointment B) When the client comes in for the appointment C) When the client schedules the appointment D) After the appointment
C) When the client schedules the appointment
The best way to understand others is to begin with a firm understanding of ________________. A) Anthropology B) Cosmetology C) Yourself D) Your parents
C) Yourself
How far in advance should you confirm appointments? A) 36-60 hours B) 12-24 hours C) 48-72 hours D) 24-48 hours
D) 24-48 hours
What is an advantage of booth rentals? A) Income tax is limited to the salary you draw B) complete control of your business operation C) Ability to raise capital by issuing stock certificates D) Ability to establish your own business with minimal investment
D) Ability to establish your own business with minimal investment
If a client is dissatisfied with the service and you are trying to find out why, what is one of the first steps you should take? A) Promise to do better B) Try to cover up the issue C) Gloss over the problem D) Ask for specifics
D) Ask for specifics
What should you do when a conflict arises? A) Speak immediately B) Stay close to the situation until the matter is settled C) Criticize the person with whom you are in conflict D) Be assertive without being overbearing
D) Be assertive without being overbearing
What should the ambiance of the reception area be? A) Chaotic and carefree B) Dark and imposing C) Lively and fun D) Calm and organized
D) Calm and organized
What is an example of an active problem-solving word? A) Exist B) Forget C) Be D) Create
D) Create
To be successful as an esthetician, you need to remember that your top priority is ____________. A) Career advancement B) Meeting salary goals C) Networking with other professionals D) Customer service
D) Customer service
What is included in an employee handbook or company manual? A) Which organizations you may, or may not join B) Commission that each esthetician makes on staff C) Your referred products D) Detailed job description highlighting specific duties and responsibilities
D) Detailed job description highlighting specific duties and responsibilities
What is an important factor to consider when purchasing furniture, equipment, and fixtures for your salon? A) Cost of developing marketing materials B) Location of the manufacturer C) Date of installation D) Durability
D) Durability
An applied science concerned with designing and arranging things people use to make specific body movements more comfortable, efficient, and safe is known as ___________________. A) Physics B) Economics C) Basics D) Ergonomics
D) Ergonomics
What terms refers to a person devoted to, or professionally occupied with, skin health and beauty? A) Cosmetologist B) Stylist C) Beauty technician D) Esthetician
D) Esthetician
What is NOT one of the costs you will typically need to identify when developing your business plan? A) Employee salaries B) Equipment C) Rent D) Expansion costs
D) Expansion costs
What should you do to protect yourself and your employer from liability issues? A) Never administer a patch test B) Only require clients to sign a consent from the first time they visit the salon C) If a problem arises, try to cover it up D) Go over any special instructions with clients before beginning the procedure
D) Go over any special instructions with clients before beginning the procedure
How retail products are arranged and displayed in the salon or spa is known as ___________, A) Consultative selling B) Retailing C) Marketing D) Merchandising
D) Merchandising
What is NOT a benefit to operating a business as a partnership? A) Shared responsibilities B) Increased capital for investment C) Greater pool of skills and talent to draw from D) No liability for the debts of another partner
D) No liability for the debts of another partner
what term refers to the daily maintenance of cleanliness and healthfulness through certain sanitary practices? A) Sterilization B) Public health C) Personal style D) Personal hygiene
D) Personal hygiene
What helps to enhance your professional image? A) Bragging B) Gossiping C) Being cold toward others D) Practicing confidentiality
D) Practicing confidentiality
How you behave and get along with clients, co-workers, and your employer or supervisor is known as _______________. A) Professional attitude B) Professional posture C) Professional hygiene D) Professional conduct
D) Professional conduct
What should you do if you are interested in learning more about salon management? A) Only seek out resources available on the Internet B) Allow others to determine when and how you will advance in your career C) Enroll in science courses to learn about the chemistry of cosmetics D) Read books about promotion and commit yourself to sucess
D) Read books about promotion and commit yourself to sucess
What are the two types of goals? A) Realistic and idealistic B) Personal and professional C) Educational and job-related D) Short-term and long-term
D) Short-term and long-term
What do people do when they believe in themselves? A) Act solely in the best interest of others B) Mistrust their own judgement C) Question their values D) Stick to what they believe is right
D) Stick to what they believe is right
Which of these is an example of a variable cost? A) Loan payments B) Rent payments C) Internet service bills D) Utility bills
D) Utility bills
What must you learn to do with your staff to be a successful manager? A) Micromanage B) Make allowance for bad behavior C) Encourage them to love their job D) Work cooperatively
D) Work cooperatively