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274 Cards in this Set

  • Front
  • Back
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What percentage of carbohydrates should be included in a diet that follows RDA daily averages?

60%

What plan should a salon professional follow to maintain clean and healthy hair?

Daily hair-care program

What type of shoes should be worn to reduce fatigue from standing all day long?

Low, broad-heeled shoes

Organisms that live on or obtain their nutrients from other organisms are called:

External parasites

What is the second level of infection control?

Disinfection

How do bacterial cells enter the body?


A. Through a break in the skin


B. Through one's nose and throat


C. Through the mouth


D. All of the above

D. All of the above

Spiraled or corkscrew-shaped bacteria that cause highly contagious diseases like syphilis, cholera and lyme disease are called:

Spirilla

Where can the information about the effectiveness of infection control products be found?

Efficacy label

A general infection occurs when the circulatory system carries bacteria and toxins to:

All parts of the body

Implements that are nonporous must be:

Disinfected

Disease-causing bacteria or viruses that are carried through the blood or body fluids are known as:

Bloodborne pathogens

Bacterial cells that grow in pairs and are the cause of certain infections such as pneumonia are known as:

Diplococci

Your own personal system of moral principles and values is known as:

Personal ethics

What percentage of all bacteria is nonpathogenic and live on the surface of the skin?

70%

Sanitation practices apply to:

Removing dirt

Bad breath is also referred to as:

Halitosis

What type of nonpathogenic bacteria live on dead matter and do not produce disease?

Saprophytes

When performing chemical services, a salon professional should always wear:

Protective gloves

Bacteriology is the scientific study of:

Bacteria

A highly infectious disease that infects the liver is known as:

HBV Human Hepatitis B

The common cold, hepatitis, and measles are examples of:

Communicable diseases

All of the following are ways HIV can be transmitted from one person to another EXCEPT:


A. Blood


B. Semen


C. Breast milk


D. Holding hands

D. Holding hands

Head scratching, redness or small bite marks on the scalp usually indicate the presence of:

Head lice

A contagious or communicable infection is one that can:

Be transmitted from one person to another

All of the following can help reduce neck and back strain EXCEPT:


A. Working with the back straight


B. Wearing comfortable shoes


C. Reaching overhead for supplies


D. Adjusting the height of the client's chair

C. Reaching overhead for supplies

One-celled microorganisms are called germs or:

Bacteria

Bacteria can be classified into two types - pathogenic and:

Nonpathogenic

What types of disinfectants kill bacteria, viruses, fungi and pseudomonas and are known as hospital-grade or hospital-level disinfectants?

Broad spectrum disinfectants

Your individual system for maintaining your cleanliness and health is known as your:

Personal hygiene

The term used to describe the science of healthful living is:

Hygiene

What is recommended right before immersing a brush into a disinfecting solution?

Wash the brush with soap and water

Oral hygiene refers to keeping the breath fresh and maintaining:

Healthy teeth

Which of the following activities helps stimulate blood circulation in the body?

Exercise

What part of a product's label ensures that the product is both safe and effective?

Registration number

The term used to describe efforts to prevent the spread of disease and kill certain or all microbes is:

Infection control

The science that looks at how body movements, positions, tools and equipment affect your and your client's health and comfort is known as:

Ergonomics

When tendons become inflamed due to repeated movement, this is known as:

Tendonitis

Bathing regularly with soap, using a deodorant and washing clothes are all examples of:

Personal hygiene

All of the following statements describe the basics of makeup application EXCEPT:


A. Foundation should match skin tone


B. Contouring w/light colors always broadens


C. Contouring w/dark colors always narrows


D. Blush and lip color should always match

D. Blush and lip color should always match

Which of the following responsibilities is NOT found in the professional code of ethics?


A. Failure to fulfill obligations


B. Being loyal to employer and co-workers


C. Being fair and courteous to your co-workers


D. Showing respect for the feelings and rights of others

A. Failure to fulfill obligations

Washing your hands is an example of:

Sanitation

What type of bacteria is shown in the illustration?

Staphylococci

Abcesses, pustules and boils

What type of bacteria is shown in the illustration?

Diplococci

Can cause pneumonia

What type of bacteria is shown in the illustration?

Spirilla

Causes highly contagious diseases

What type of bacteria is shown in the illustration?

Bacilli

Tetanus, bacterial influenza, typhoid fever, tuberculosis and diphtheria

Applying the same infection control procedures on all clients is a practice known as:

Universal precautions

The energy contained in food is measured in:

Calories

All of the following statements describe a way an infection can be spread in a salon EXCEPT:


A. Coughing or sneezing


B. Unclean hands and implements


C. Common use of towels and drinking cups


D. Disinfecting all implements after each use

D. Disinfecting all implements after each use

Fatigue can be prevented through:

Rest and relaxation

A communication skill to use in building an honest, professional relationship without offending the person is referred to as:

Tact

Pus-forming bacterial cells that form grapelike clusters and are present in abcesses are called:

Staphylococci

An outward reflection of your feelings, thought, attitudes and values defines your:

Personality

Which type of bacteria does NOT produce disease?

Nonpathogenic

The body's ability to destroy infectious agents that enter the body is referred to as:

Immunity

What is the first level of infection control?

Sanitation

What is the name of the activity that occurs when cells divide to create new cells?

Mitosis

The exchange of thoughts and information through conversation or writing is defined as:

Communication

The regulating agency that enforces safety and health standards in the workplace is known as:

OSHA - Occupational Safety and Health Administration

Two important regulations that OSHA requires from product manufacturers are the MSDS - Material Safety Data Sheet - and the:

Labeling of products

A communicable disease refers to a disease that is easily:

Spread from one person to another

Which type of bacteria can be found in dairy products and can have health-enhancing properties?

Nonpathogenic

What level of infection control is the most effective in destroying all microbes?

Sterilization

Keeping the lower abdomen flat, the chin level and the head up are key points in having:

Good posture

In order to dress for success, a salon professional should consider all of the following EXCEPT:


A. Freshly washed clothes


B. Unflattering, tight clothing


C. Clean and polished shoes


D. Flattering personal styles with current trends

B. Unflattering, tight clothing

In order to completely understand and interpret the needs of a client, it is important to practice:

Two-way communication

The tone of your voice, inflection and rate of your speech are important factors in your:

Verbal communication

What product is applied to skin to reduce microbes?

Antiseptic

The process of double-bagging blood-soiled or decontaminated articles is called:

Blood spill procedure

Which organization approves the efficacy of products used for infection control?

EPA - Environmental Protection Agency

The type of bacteria that is round-shaped that appears singularly or in groups is known as:

Cocci

Chemical products used to destroy or kill bacteria and some viruses (except bacterial spores) are called

Disinfectants

It is recommended that the cosmetologist wash his/her hands with this before each service:

Liquid soap

The term that describes the appropriate nutrient intake for and adequate diet from any array of foods is known as:

RDA - Recommended Dietary Allowances

How many hours of sleep are required for most people to function properly and avoid fatigue?

Six to eight hours

The pus-forming cocci group that form into long chains and can cause strep throat or blood poisoning is called:

Streptococci

What type of bacteria is shown in the illustration?

Streptococci

Septicemia, blood poisoning, strep throat, rheumatic fever and other serious infections

Bacilli and spirilla have tje ability to move by themselves by using hair-like projections called:

Flagella

Parasitic fungi are molds and yeasts that produce contagious diseases such as:

Ringworm

Infection control is divided into three main categories; sanitation, disinfection and:

Sterilization

Ingredients, associated hazards and storage requirements for a specific product are listed on the product's:

MSDS - Material Safety Data Sheet

Which of the following would be considered a local infection?


A. Flu


B. Rheumatic fever


C. Pus-filled boil


D. AIDS - Aquired Immunodeficiency Syndrome

C. Pus-filled boil

Which of the following enhances your physical well-being?


A. Halitosis


B. Good posture


C. Ergonomics


D. Physical fatigue

B. Good posture

What is halitosis?

Bad breath

The art and science of beauty care is defined as:

Cosmetology

The body uses energy from calories in all of the following ways EXCEPT:


A. Heal itself


B. Build its structure


C. Move itself during exercise and activities


D. Relieve neck and back relief

D. Relieve neck and back relief

Contouring with dark colors always:

Narrows

When sitting in a chair, it is important to:

Sit well back in the chair

Rod-shaped bacterial cells are known as:

Bacilli

Health hazards, such as impure air, improper storage and use of food, fall under the category of:

Public hygiene

If you suspect someone is choking, what is the first step to take to determine the course of action?

Determine if the victim can speak or cough

A foot doctor is also called a:

Podiatrist

Which of the following statements is not a method used to ventilate the salon for a healty environment?


A. Positioning fans toward the client


B. Keeping all bottles capped


C. Installing air conditioners


D. Using local ventilation where chemicals are being used

A. Positioning fans toward the client

What is developed through the injection of antigens that stimulate the body's immune system?

Passive immunity

After applying pressure to a bleeding wound on an arm and calling 9-1-1, it is advised that you:

Elevate the arm

Proper conduct in relationships with your employer, co-workers and clients is known as:

Professional ethics

All of the following statements indicate a cause of Carpal Tunnel Syndrome EXCEPT:


A. Bending the wrist a lot


B. Repeating a motion over and over


C. Pinching or gripping with force


D. Constantly reaching for supplies overhead

D. Constantly reaching for supplies overhead

Sterilization standards require the use of liquid sterilant and:

Moist or dry heat

Which of the following terms describes the activity that helps stimulate blood circulation in the body?


A. Sleep


B. Stress


C. Exercise


D. Nutrition

C. Exercise

Which type of bacteria can be harmful and cause infection and disease?

Pathogenic

What is a proven method to keep your muscles toned and equip the body for stress?

Exercise

All of the following traits reflect a pleasing personality EXCEPT:


A. Flexibility


B. Friendliness


C. Negativity


D. Good sense of humor

C. Negativity

AIDS - Aquired Immunodeficiency Syndrome - is a disease that is caused by:
HIV - Human Immunodeficiency Virus

The scientific study of small organisms called microbes is known as:

Microbiology

The important key to good communication is:

Listening

The psychology of getting along with others is called human relations.


TRUE


FALSE

True

The only way you can be sure that a product will do what you want it to do is to read the label and follow the directions.


TRUE


FALSE

True

An efficacy label on a disinfectant informs what the product is effective in fighting against.


TRUE


FALSE

True

Performing a service with unclean hands and implements is one way to spread infection in the salon.


TRUE


FALSE

True

Bacteria that produces disease are known as pathogenic.


TRUE


FALSE

True

Bacteriology involves keeping the environment of the salon in balance to guarantee everyone's well-being.


TRUE


FALSE

False

Almost all foods contain mixtures of the three energy nutrients:calories, fats and proteins.


TRUE


FALSE

True

One way to remove a brush or comb immersed in disinfectant solution is to use gloved hands.


TRUE


FALSE

True

Body language is also referred to as verbal communication.


TRUE


FALSE

False

Most people need three to four hours of sleep to function properly.


TRUE


FALSE

False

Streptococci are bacterial cells that grow in pairs and are the cause of certain infections such as pneumonia.


TRUE


FALSE

False

RDA stands for Required Daily Allowances.


TRUE


FALSE

False

The use of antiseptics and liquid soap only are required during the sterilization process to produce a surface free of all living organisms.


TRUE


FALSE

False

The practice of universal precautions means that the same infection control practices should be used on all clients.


TRUE


FALSE

True

Human Hepatitis B (HBV) interferes with the body's immune system, causing it to breal down.


TRUE


FALSE

False

It is recommended for a salon professional to wear high-heeled shoes, especially if the toes are pointed.


TRUE


FALSE

False

A local infection is located in a small confined area.


TRUE


FALSE

True

Oral hygiene refers to keeping the breath fresh and maintaining healthy teeth.


TRUE


FALSE

True

Healthy glowing skin is equally dependant on good nutrition, exercise and rest.


TRUE


FALSE

True

Disinfection products are safe to use because they are non-toxic.


TRUE


FALSE

False

The most effective level of of infection control is sterilization.


TRUE


FALSE

True

Sanitation methods can reduce and kill microbes on the surface.


TRUE


FALSE

False

Placing rollers or bobby pins in ypur mouth or pockets is an acceptable sanitation guideline.


TRUE


FALSE

False

Foundation should match the color of the blush being used.


TRUE


FALSE

False

When treating an electrical burn, immerse the burned area in ice cold water until pain is relieved.


TRUE


FALSE

False

The first step in treating a chemical burn is to rinse awayall traces of chemical while moving away any contaminated clothing from the burn area.


TRUE


FALSE

True

Approximately 70% of all bacteria are nonpathogenic and many live on the surface of the skin.


TRUE


FALSE

True

Contouring with dark colors always broadens.


TRUE


FALSE

False

Natural immunity is developed through the injection of antigens.


TRUE


FALSE

False

In order to prevent neck and back problems, adjust the height of the client's chair.


TRUE


FALSE

True

Religion and politics are acceptable topics of discussion between a cosmetologist and a client.


TRUE


FALSE

False

Precleaning instruments with soap and water is recommended before immersing am instrument into a disinfectant solution.


TRUE


FALSE

True

A negative attitude can have a positive impact on others.


TRUE


FALSE

False

Bacteria can cause infections by invading thr body through a break in the skin or through any of the body's natural openings.


TRUE


FALSE

True

A balanced diet is essential for your personal and professional well-being and may help prevent certain diseases.


TRUE


FALSE

True

Cocci are spiraled, coil-shaped bacterial cells that appear singularly or in groups.


TRUE


FALSE

False

When sitting, keep youe feet tucked under your body to promote good posture.


TRUE


FALSE

False

Your clothes must always be freshly washed, or cleaned and pressed.


TRUE


FALSE

True

The science that looks at how body movements, positions, tools and equipment affect your and your client's health and comfort is known as hygiene.


TRUE


FALSE

False

Some bacteria can survive for a long time in extreme heat or cold.


TRUE


FALSE

True

Attitude, like habits, cannot be changed.


TRUE


FALSE

False

Bacteria go through a growth cycle that consists of two stages: active and inactive.


TRUE


FALSE

True

Reflective listening involves restating in your own words what a client just told you.


TRUE


FALSE

True

The level of infection control that kills or destroys all living organisms is ________________.

Sterilization

Bactericidals and virucidals are examples of chemical products known as ________________.

Disinfectants

If you develop bunions, corns or ingrown toenails, it is recommended you see a ________________.

Podiatrist

Bacterial cells that are coiled, corkscrew-shaped organisms that can cause highly contagious diseases are called ________________.

Spirilla

An infection that is located in a small, confined area is known as a(n) ________________ infection.

Local

The most common form of bacterial cells that can produce a variety of diseases and are bar-shaped are called ________________.

Bacilli

Eye contact, smiling and posture are all examples of ________________ communication.

Nonverbal

The label on a product that states what that product will destroy or be effective against is called the ________________ label.

Efficacy

In order to avoid fatigue, most people need _____ to _____ hours of sleep.

6 to 8

The outward reflection of your inner feelings, thoughts, attitudes and values is known as ________________.

Personality

Sanitation, disinfection and sterilization are all levels of ________________ ________________.

Infection control

Narrow foreheads can be contoured with light colors to visually ________________ the area.

Broaden

The scientific study of small living organisms known as microbes os called ________________.

Microbiology

Slumping over the shampoo bowlcan eventually lead to bad ________________.

Posture

The group that approves the efficacy of products used for infection control is the ________________.

EPA - Environmental Protection Agency

The art and science of beauty care is called ________________.

Cosmetology

Bending your wrist repeatedly and causing the nerves to pinch can lead to ________________ ________________ syndrome.

Carpal tunnel

The two keywords for teamwork are consideration and ________________.

Cooperation

The three groups of cocci are staphylococci, streptococci and ________________.

Diplococci

The regulating agency under the department of labor that enforces safety and health standards in the workplace is known as ________________.

OSHA - Occupational Safety and Health Administration

RDA guidelines instruct that 60% of your total diet consist of ________________.

Carbohydrates

Disease-causing bacteria or viruses that are carried through the blood or body fluids are called ________________ pathogens.

Bloodborne

Bad breath is sometimes referred to as ________________.

Halitosis

The eggs of head lice are called ________________.

Nits

Removing dirt to aid in the prevention of the growth of microbes on a surface is called ________________.

Sanitation

Pediculosis is the technical term for ________________ ________________.

Head lice

Toxin-producing bacteria that live everywhere and are harmful because they cause infection and disease are known as ________________ bacteria.

Pathogenic

The science that deals with preventing the unnecessary spread of infection and disease and protects the health and well-being of clients in the salon is known as ________________ ________________.

Salon ecology

The type of bacteria that is harmless and can be very beneficial is known as ________________ bacteria.

Nonpathogenic

The term used to describe efforts to prevent the spread of disease and kill certain or all microbes is known as ________________ ________________.

Infection control

As a salon professional, it is important to keep your hands and ________________ looking clean and healthy.

Hair

A person carrying a disease-producing bacteria or viruses with no recognizable symptoms of the disease is called an ________________ carrier.

Asymptomatic

When the circulatory system carries bacteria and toxins to all parts of the body, a ________________ infection has occurred.

General

Implements can be either discarded or ________________ depending on manufacturer's guidelines.

Disinfected

The body's ability to destroy infectious agents that enter the body is referred to as ________________.

Immunity

Personal service workers such as nurses, doctors, teachers and cosmetologists are recommended to get inoculated from a highly infectious liver disease called ________________.

HBV - Human Hepatitis B

Most regulatory agencies have enacted ________________ ________________ ________________ to encourage people to help others in emergency situations.

Good samaritan law

The common cold, hepatitis, and measles are examples of ________________ diseases.

Communicable

Regular bathing with soap and using a deodorant are examples of maintaining ________________ hygiene.

Personal

Blood circulation and encouraging proper functioning of the of the organs can be achieved through ________________.

Exercise

When performing chemical services, it is highly recommended that you wear protective ________________ on your hands.

Gloves

A group of disinfectants that kill bacteria, viruses, fungi and pseudomonas and was formerly known as hospital-grade or hospital-level disinfectants, are called ________________ ________________ disinfectants.

Broad spectrum

In many cases the first person to greet the client is the:

Receptionist

Which of the following is NOT a method you can use to start your job search?


A. Mail out resumes


B. Call or visit salons you'd like to work at


C. Ask your teacher to find you a job


D. Check the classifieds in your local paper

C. Ask your teacher to find you a job

The designer's name, scheduled service, date and client's phone number should all be included in the:

Appointment book

Compliance with all local, state/province and federal rules, regulations and laws is the responsibility of the:

Salon owner

Whoch of the following ways cam a salon professional use to develop a successful relationship with the client?


A. Determine the client's needs


B. Avoid offering the client any additional services


C. Cancel prebookings for your client often


D. Decide for your client which look or design is best

A. Determine the client's needs

To be granted future loans, it is important to pay loans on time and avoid:

Default

The term given for selling products for client home care is:

Retailing

Renting or leasing a workstation from a building owner would represent which of the following situations:


A. Partnership


B. Corporation


C. Sole proprietorship


D. Independent contractor

D. Independent contractor

The salon owner is responsible for collecting and paying sales taxes how often?

Monthly or quarterly

Which of the following terms refers to all money owed?


A. Assets


B. Liabilities


C. Net worth


D. Financial status

B. Liabilities

Which of the following interview questions is illegal for an employer to ask for the purpose of discrimination?


A. When were you born?


B. What is your strongest technical area?


C. How would you describe your people skills?


D. How would someone describe your personal character?

A. When were you born?

What is generally considered the best form of advertising?

Word of mouth

An example of a liability on your financial statement would be:

Money you owe on a credit card

Job features such as paid holidays, health insurance and a retirement plan offered by the work place are known as:

Benifits

Which of the following is NOT a skill or ability a salon owner should possess to ensure success?


A. The ability to maintain a budget


B. Ability to set realistic business goals


C. Having the salon employees handle all unusual or difficult client situations


D. Recognize skills and techniques and hire staff accordingly

C. Having the salon employees handle all unusual or difficult client situations

U. S. Social Security and Canadian pension taxes are planned savings/retirement funds, and the money is collected by the:

U. S. and Canadian governments

The taxbased on the profits (earnings) of a business is known as:

Income tax

Which type of insurance protects the salon owner from financial loss due to an employees negligence?

Malpractice

Keep all records of daily sales and services for:

5 to 7 years

To become an asset to any salon staff, the designer should do all of the following EXCEPT:


A. Listen to clients


B. Offer sound advice


C. Make negative comments


D. Communicate professionally

C. Make negative comments

All payments received from clients for services performed and home care products purchased is known as:

Income

The ideal salon arrangement has an efficient traffic pattern providing:

The least steps for the client and designers to travel

A designer earning additional payment over and above the normal paycheck would be receiving what type of compensation?

Salary plus commission

One of the most effective techniques in building a clientele is to:

Give out business cards to potential clients

Which of the following items is reported to the IRS as employee income?


A. Tips recieved by an employee


B. Money paid to vendors for products


C. Operating expenses paid by the salon


D. Change given to a client following payment

A. Tips recieved by an employee

Location is the most important factor in:

Opening a salon business

Which method is considered to be the most effective way of building your clientele?

Word of mouth advertising

The type of business ownership in which two or more persons share all costs of opening, operating and maintaining the business is a:

Partnership

Which form of advertising involves sending postcards or flyers to potential customers?

Direct mail advertising

A business owned by one person is called a(n):

Sole proprietorship

Which of the following business types is owned by the shareholders and formed under legal guidelines?

Corporation

The least important factor in deciding whether to accept a position is:

The size of the salon

The government agency that would audit your business' record keeping is the:

IRS

Which of these descriptions is NOT a guideline to be used when creating a resume?


A. List awards and special recognition


B. Show prior employment information


C. Provide at least eight pages of information


D. Write the resume in a brief and concise manner

C. Provide at least eight pages of information

What percentage of the total salon expenses generally represents compensation for the salon owner and employees?

50%

Net worth is calculated by subtracting liabilities from which of the following?


A. Assets


B. Student loans


C. Loan balances


D. Charge accounts

A. Assets

What amount of commission will a salon owner usually pay an employee for the retail sales of home care products?

8% to 15%

Making a future appointment with a client while he or she is still in the salon is an effective tool for building a clientele and is referred to as:

Prebooking the client

All of the following is vital in order to allow close management of products purchased for retailing in the salon?


A. Receptionist


B. Appointment book


C. Inventory control system


D. Employee compensation

C. Inventory control system

The outer covering of the hair shaft made up of overlapping layers of transparent scales is called the:

Cuticle

The hair growth stage when all cell division stops is the:

Catagen stage

Wet hair is able to be stretched to ehat percent of its length?

40%-50%

The most common form of hair loss in both men and women is:

Androgenetic alopecia

Which of the following types of hair is likely to tangle more easily?


A. Freshly cut hair


B. Newly layered hair


C. Newly conditioned hair


D. Chemically treated hair

D. Chemically treated hair

There is a gradual conversion from terminal hair follicles to vellus-like follicles in clients with:

Androgenetic alopecia

If the layers of the cuticle are very close together the hair has which type of porosity?

Resistant

Catagen, a brief transitional phase lasts for what amount of time?

Only a few weeks

Brushimg the hair prior to a shampoo service accomplishes all of the following EXCEPT:


A. Removing tangles


B. Removing dust and dirt


C. Stimulating blood circulation


D. Decreasing blood circulation

D. Decreasing blood circulation

Hair grows from a tube like "pocket" called a root sheath or a (n):

Follicle

Which of the following items helps protect the hair and skin from becoming too dry?


A. Sebum


B. Hair fiber


C. Protofibrils


D. Primitive hair germ

A. Sebum

Which of the following is known as the active growing stage of hair?


A. Resting stage


B. Anagen stage


C. Catagen stage


D. Transitional stage

B. Anagen stage

Scalp massage involves manipulations performed on the scalp to relax the muscles and stimulate:

Blood circulation

At what point should the condition of the clients hair and scalp be examined when performing a shampoo?

A. Before shampooing the hair

A category title for tracking and overseeing clientele - building strategies is CRM which stands for:

Client relations management

All of the following are the key principles for building a clientele EXCEPT:


A. Practice target marketing


B. Provide exceptional service


C. Increase and meet market demand


D. Limit your work hours

D. Limit your work hours

An effective strategy to ensure a return visit from a client is to:

Provide exceptional service

A client retention strategy that involves clients booking a future appointment before leaving the salon during a current visit is known as:

Prebooking

Which of the following phases involves converting existing clients to return clients?


A. Client factor


B. Client profile


C. Client retention


D. CRM

C. Client retention

Which of the following descriptions is NOT a best practice strategy for building clientele?

Looking unprofessional

Adding the client's service total and retail total will achieve which of the following results?


A. Average visit


B. Average ticket


C. Average net profit


D. Average appointment

B. Average ticket

Generally, the two distinct, yet interrelated phases involved in building clientele are client development and:

Client retention

The act of a highly satisfied client directing another person to see you for professional services is called a(n):

Referral

Offering an additional hair coloring service to the client who originally scheduled a haircut appointment is an example of:

Upselling

If all of your appointment times have been scheduled with clients for a given day, the term to describe this is a:

Full book

Important information about the client, combined with the financial value of a client, is referred to as the:

Client factor

Which of the following descriptions identifies the meaning of clientele?


A. Persons who make habitual use of the services of another person


B. Persons who do not prebook appointments following the first visit


C. Persons who have never visited the salon and are not likely to visit


D. Persons who live out of the area and visit the salon only once in five years

A. Persons who make habitual use of the services of another person

A client profile is a composite of market statistics that can be used to identify the general characteristics of individuals:

Within that market

A major component of the referral process is ensuring positive:

Word of mouth

According to statistics, how often does the average loyal client visit a salon?

Every 6 weeks

During the client development phase, you are converting existing clients to return and, hopefully, lifelong clients.


TRUE


FALSE

False

Distributing business cards and promoting referrals are the two main strategies for attracting clients.


TRUE


FALSE

True

The financial value of one lost client equals a loss of one average ticket.


TRUE


FALSE

False

Industry statistics indicate that satisfied clients will usually refer three new clients.


TRUE


FALSE

True

One of the four key principles in building your clientele is practicing target marketing.


TRUE


FALSE

True

A referral client is the original person who made the referral.


TRUE


FALSE

False

High market demand plus a winning, clientele - building attitude will ensure you a full book.


TRUE


FALSE

True

A referral is the act of a person, usually a highly satisfied client, directing another person to see you for professional services.


TRUE


FALSE

True

Most clients leave because of product dissatisfaction.


TRUE


FALSE

False

The best practices for attracting potential new clients are distributing business cards and promoting ________________.

Referrals

Selling specialized or additional services to clients beyond what they had originally scheduled is referred to within the industry as ________________.

Upselling

To calculate the client retention rate, divide the number of return clients by the total number of ________________ clients.

New

The industry refers to the average amount spent on services and retail by a salon client during one visit as the ________________ ________________.

Average ticket

Asking a client to reserve a future appointment before leaving the salon during a current visit is called ________________.

Prebooking

Most clients want to schedule appointments on Saturday mornings or werkdays during the hours of _____ and _____.

2:00pm 8:00pm

When all available times are filled on a salon professional's appointment schedule it is called a/an ________________ ________________.

Full book