Ch 104 client centered experience

Negative body language is represented by:

Folded arms

For facial or body treatment services, keep client interaction and instruction at what part of the service?

beginning

Which of the following descriptions is an example of a product benefit?

brightens the skin

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

All of the following guidelines are things to keep in mind during the Create service essential EXCEPT

prebook your next appointment

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

Who should a client contact to report experiencing mild redness and irritation after a facial?

service provider

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

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'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?

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

Even if the client brings them up, try to avoid topics like religion, money, sex, romance or:

Politics

Customizing a facial or body service, then performing the protocol, is a Create service essential known as:

Treat

Strategies practiced during the Create service essential include Show, Tell and:

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

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

True

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

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

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

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

"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

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

Playing soft, slow music in the spa area will enhance which of the following experiences?

relaxation

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

shorten or omit connecting time with the next client

An excess of fat in the diet can contribute to:

skin congestion and comedones

Positive body language to use when connecting with the client includes all of the following examples EXCEPT:

slouching

The type of treatment plan you create is based on:

the service you will be performing

Why should you sit next to your client during the consultation?

they don't have to look up at you

During a visual service like makeup, when should recommending products take place?

throughout entire service

Try to greet the client within the first:

10 seconds

Taste is the most personal of the five senses.

False

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

Generally, a new client who has been referred by an existing client is:

more likely to become a regular

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."

Which of the following questions is considered an open-ended question?

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

When analyzing the client's skin for a facial service, use the method of Look, Touch and:

Ask

A professional tone of voice should be:

Calm

Follow-up after the salon/spa visit is done during which of the following service essentials?

Complete

Greeting the client is an element of which Service Essential?

Connect

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

Analyzing the client's wants and needs occurs during which service essential?

Consult

Producing functional, predictable and pleasing results during a service describes which service essential?

Create

Select the term that could be used to help uncover problems or challenges that clients currently "have."

Dry

A client does not have the right to access information you keep on them.

False

If there is no answer when making a follow-up call, you should not leave a message.

False

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

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

Newsletters, birthday cards and thank-you cards are examples of:

Follow-up

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

Open-ended questions usually begin with all of the following words EXCEPT:

You

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

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

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

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:

client's political affiliation

A consultation record contains all of the following information EXCEPT:

client's 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

Key areas to address when creating a home-care plan include all the following areas EXCEPT:

discredit client's current product

When is it a good time to educate the client on how to achieve the same results at home?

during the Complete service essential

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

Which of the following actions describes the Create service essential?

explain treatment steps and actions

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

expressing unhappiness about a class you attended

Negative body language is represented by:

folded arms

All of the following actions are ways to build rapport by giving the client helpful directions EXCEPT:

have magazines or books available

LeAnn wants to ensure that she has gathered all of the correct information from her client. What can help her accomplish this?

having good listening skills

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

Why is it important to use a client's name?

helps them feel important

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 client's relaxation

Which of the following actions will help you select the best tools and products for your client?

knowing your products

Ways to make your client's visit more memorable include all of the following actions EXCEPT:

making client look and feel good according to your wants and needs

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

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