Chap 3

Front 1

Verbal communication with a client to determine desired results

Back 1

Client consultation

Front 2

The act of accurately sharing information between two people, or groups of people

Back 2

Communication

Front 3

listening to the client and then repeating, in your own words, what you think the client in tell you

Back 3

reflective listening

Front 4

Besides having excellent technical skills, what must you master to success in the skin care business

Back 4

art of communication

Front 5

An intake form is also called

Back 5

a client questionnaire or consultation form

Front 6

Your client should always sign a ____ prior to more aggressive skin care treatments

Back 6

consent form

Front 7

When should a client consultation be done

Back 7

prior to every service

Front 8

You should cover ______ during a consultation

Back 8

all key points

Front 9

____ is not a skin type

Back 9

Hyperpigmentation

Front 10

The salon manager is generally responsible for

Back 10

daily maintance
saily operations
quality of client services

Front 11

When dealing with difficuly people, you should always

Back 11

repect boundaries
think before you speak or act
be assertive but respectful

Front 12

There is a huge difference between being right and

Back 12

bring righteous

Front 13

Any time you have an aggressive client who is not responding to your best efforts to communicate effectively, you should

Back 13

seek the aid and advise of your manager

Front 14

Customer service is central to

Back 14

success

Front 15

You need to understand _____ before you can understand others

Back 15

yourself

Front 16

We like to interact with ______ when we feel secure

Back 16

other people

Front 17

You should take care of _____ first

Back 17

yourself

Front 18

Communication is:

Back 18

successfully sharing information between two people

Front 19

What should you do when you have an unhappy client on your hands?

Back 19

offer to redo the service
if the service cant be redone, explain exactly why
ask for assistance of your manager

Front 20

Every action brings about a reaction means:

Back 20

everything we do-good or bad-elicits a response from others

Front 21

The opposite of having a pleasant tone of voice is

Back 21

rapid, jumble speech

Front 22

When dealing with a dissatisfied client, you should

Back 22

try to move on to the solution

Front 23

An employee evaluation is a formal meeting where

Back 23

your progross, work habits, and skill levels are discussed
new goals are set or current ones are reviewed
compensation is discussed

Front 24

When giving a consultation, what should you have at your fingertips?

Back 24

vendor pamphlets
before-and-after pics
intake form

Front 25

Which of the following questions are not part of a 10 step consultation

Back 25

martial status/children

Front 26

In a salon/employee situation, what is the best way to handle tardy clients

Back 26

follow your salon's late policy; still take the client, if you have room

Front 27

What is an important step when determining why a client is unhappy

Back 27

ask for specifics about the situation

Front 28

When you interact with fellow staffers, you should

Back 28

Be honest and sensitive
remain neutral
remain objective

Front 29

Gossiping with coworkers is permitted when

Back 29

it is never alright to gossip with coworkers