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25 Cards in this Set
- Front
- Back
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Which of the following phases involves converting existing clients to return clients?
client factor client profile client retention CRM |
Client Retention.
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According to statistics, how often does the average loyal client visit a salon?
every 2 weeks every 6 weeks every 3 months twice per year |
Every 6 weeks.
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A major component of the referral process is ensuring positive:
word-of-mouth client profile target marketing promotional literature |
Word-of-mouth.
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All of the following are the key principles for building a clientele EXCEPT:
practice target marketing provide exceptional service increase and meet market demand limit your work hours |
Limit your work hours.
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Generally, the two distinct, yet interrelated phases involved in building a clientele are client development and:
client factor client profile client relations client retention |
Client Retention.
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Offering an additional hair coloring service to the client who originally scheduled a haircut appointment is an example of:
full book balancing upselling target marketing |
Upselling.
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Which of the following descriptions is NOT a best practice strategy for building a clientele?
upselling prebooking looking unprofessional distributing business cards |
Looking unprofessional.
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An effective strategy to ensure a return visit from a client is to:
limit your work hours provide exceptional service avoid using a business card promote negative word-of-mouth |
Provide exceptional service.
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A category title for tracking and overseeing clientele-building strategies is CRM which stands for:
Client Referral Methods Client Retention Methods Client Retail Management Client Relations Management |
Client Relations Management.
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A client retention strategy that involves clients booking a future appointment before leaving the salon during a current visit is known as:
upselling prebooking balancing word-of-mouth |
Prebooking.
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Important information about the client, combined with the financial value of a client, is referred to as the:
client info client profile client factor target market |
Client factor.
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The act of a highly satisfied client directing another person to see you for professional services is called a(n):
upsell prebook referral client factor |
Referral.
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Adding the client's service total and retail total will achieve which of the following results?
average visit average ticket average net profit average appointment |
Average ticket.
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Which of the following descriptions identifies the meaning of clientele?
persons who make habitual use of the services of another person persons who do not prebook appointments following the first visit persons who have never visited the salon and are not likely to visit persons who live out of the area and visit the salon only once in five years |
Persons who make habitual use of the services of another person.
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A client profile is a composite of market statistics that can be used to identify the general characteristics of individuals:
within that market over the age of 65 owning more than two vehicles who eat most meals in five-star restaurants |
Within that market.
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If all of your appointment times have been scheduled with clients for a given day, the term to describe this is a:
prebook full book client retention high market demand |
Full book.
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Industry statistics indicate that satisfied clients will usually refer three new clients.
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True.
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A referral client is the original person who made the referral.
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False.
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Distributing business cards and promoting referrals are the two main strategies for attracting clients.
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True.
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Most clients leave because of product dissatisfaction.
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False.
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During the client development phase, you are converting existing clients to return and, hopefully, lifelong clients.
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False.
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High market demand plus a winning, clientele-building attitude will ensure you a full book.
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True.
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One of the four key principles in building your clientele is practicing target marketing.
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True.
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A referral is the act of a person, usually a highly satisfied client, directing another person to see you for professional services.
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True.
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The financial value of one lost client equals a loss of one average ticket.
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False.
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