Salon Success: Chapter Six.

Front 1

All of the following are the strategies used during Complete Service Essential EXCEPT:

reinforce guest satisfaction
end with a warm goodbye
provide follow-up after the salon visit
visualize the end results

Back 1

Visualize the end results.

Front 2

Emphasizing positive opinions of others is an effective flex strategy to use with which of the following personality preferences?

Sensing
Feeling
Structured
Thinking

Back 2

Feeling.

Front 3

Which of the following strategies is NOT a suggested Connect strategy?

use the guest's name
prebook an appointment
introduce yourself to the guest
give the guest helpful direction

Back 3

Prebook an appointment.

Front 4

Which of the following is an open-ended question?

Is your skin dry?
Do you like your current hair color?
What final results do you want to see in your hair?
You haven't had a facial for a while, right?

Back 4

What final results do you want to see in your hair?

Front 5

The salon exterior, decor, music and sounds, air and ventilation are all elements of:

synergy
ambiance
touch points
a personalized approach

Back 5

Ambiance.

Front 6

Of the following strategies, which one is normally used during the Complete Service Essential?

reinforce guest satisfaction
introduce yourself to the guest
visualize end results
explain the service

Back 6

Reinforce guest satisfaction.

Front 7

Analyzing the guest's wants and needs occurs during which Service Essential?

Create
Consult
Connect
Complete

Back 7

Consult.

Front 8

If the guest feels hesitant about your suggestion made during the Consult Service Essential, you should:

proceed with the service anyway
offer the guest to prebook next appointment
ask additional questions to clarify what the guest really wants
convince the guest to change his or her mind

Back 8

Ask additional questions to clarify what the guest really wants.

Front 9

Show, tell and teach strategy is normally practiced during which of the following Service Essentials?

Connect
Consult
Create
Complete

Back 9

Create.

Front 10

Which of the following is NOT a necessary element for ensuring the staff synergy?

lack of procedures
with-it-ness
clear, shared vision
open and clear communication

Back 10

Lack of procedures.

Front 11

Greeting the guest is an element of which of the following Service Essentials?

Create
Consult
Connect
Complete

Back 11

Connect.

Front 12

Which of the following actions creates a harmonious and predictable environment?

synergy
ambiance
touch points
personalized approach

Back 12

Synergy.

Front 13

Identifying the cost of the service, upkeep and home care is discussed during which of the following Service Essentials?
Create
Consult
Connect
Complete

Back 13

Consult.

Front 14

When staff members take individual initiative to stay on top of things and to pay attention to detail, they are practicing which of the following skills?

cooperation
with-it-ness
problem-solving
conflict management

Back 14

With-it-ness.

Front 15

All of the following are the ways to demonstrate your personalized approach EXCEPT:

securing your guest's valuables
asking about important events in your guest's life
responding to your guest's verbal and nonverbal expressions
chatting with other stylists while performing the service

Back 15

Chatting with other stylists while performing the service.

Front 16

A personalized approach is also referred to as:

staff synergy
salon experience
chairside manner
shared accountability

Back 16

Chairside manner.

Front 17

Which of the following statements could be used when making a recommendation to describe a benefit of a product?

This product will increase shine.
This product contains almond oil.
This brush is made of natural bristles.
This product is developed with vitamin E.

Back 17

This product will increase shine.

Front 18

Follow-up after the salon visit is done during which of the following Service Essentials?

Create
Consult
Connect
Complete

Back 18

Complete.

Front 19

Allowing periods of silence can be an effective flex strategy when working with an introverted client.

True
False

Back 19

True.

Front 20

Show, tell and teach strategy is normally practiced during the Complete Service Essential.

True
False

Back 20

False.

Front 21

A salon professional's behavior has no effect on the salon's ambiance.

True
False

Back 21

False.

Front 22

The cost of upkeep and home care to maintain the results of the service should be explained to the guest after the service has been completed.

True
False

Back 22

False.

Front 23

"Want" and "have" questions should be used as a Consult strategy designed to analyze the guest's wants and needs.

True
False

Back 23

True.

Front 24

A feature of a product is what is in it.

True
False

Back 24

True.

Front 25

It is recommended to explain the logic behind the service when working with a guest that has a feeling personality preference.

True
False

Back 25

False.

Front 26

Doing little things, such as brushing loose hair off of a guest's clothing, contributes to creating an exceptional service experience for the guest.

True.
False.

Back 26

True.

Front 27

Most clients would sacrifice a higher quality hair design for a more harmonious, predictable salon environment.

True.
False.

Back 27

True.

Front 28

Being ready to offer assistance before it is needed is a sign of exceptional service.

True.
False.

Back 28

True.