Unit 203 Client Care and Communication

Question 1

During a conversation, what percentage of what
we are communicating comes from the tone we
use?

a. 7 per cent
b. 38 per cent
c. 55 per cent
d. 100 per cent

Answer 1

b. 38 per cent

Question 2

2. Which one of the following is considered to be a
type of multimedia communication?
a. A consultation
b. A DVD
c. A poster
d. A price list

Answer 2

b. A DVD

Question 3

3. Which one of the following is an example of
negative body language?
a. Staring
b. Giggling
c. Nodding
d. Waving

Answer 3

a. Staring

Question 4

4. Which one of the following is an example of
negative behaviour?
a. Being efficient
b. Being proactive
c. Being argumentative
d. Being assertive

Answer 4

c. Being argumentative

Question 5

5. When you give instructions you should:
   a. stand beside the person
   b. use technical abbreviations
   c. write them down
   d. speak clearly and not rush.

Answer 5

d. speak clearly and not rush.

Question 6

6. Which one of the following is an example of an
open question?
a. What is your skin care routine?
b. Is this what you use on your face?
c. Do you use this product on your skin?
d. You can use this product on your skin

Answer 6

a. What is your skin care routine?

Question 7

7. In relation to the storage of record cards, the
   Data Protection Act applies to records that are:
   a. stored in an electronic database
   b. stored in a filing cabinet
   c. stored in a reception area
   d. stored in a lockable cabinet.

Answer 7

b. stored in a filing cabinet

Question 8

8. A client complains that they were sold a
   moisturiser that had already been opened. Who
   should the client be referred to?
   a. The receptionist
   b. Another therapist
   c. The product company’s representative
   d. The salon manager

Answer 8

d. The salon manager

Question 9

9. Which one of the following would not be
   required on a consultation card?
   a. The client’s mobile number
   b. The client’s marital status
   c. The products used during the treatment or
   service
   d. Any contra-indications to treatment

Answer 9

b. The client’s marital status

Question 10

10. Where is the best place to carry out a
consultation?
a. In the main reception
b. In the relaxation room
c. In a treatment room
d. In the retail area

Answer 10

c. In a treatment room

Question 11

What positive body language will the client display if they are happy, relaxed and enjoying their treatment?

Answer 11

relaxed body language – arms uncrossed and sat or laid comfortably
smiling
looking sleepy (or actually going to sleep during a relaxing treatment)
good eye contact with you when they are not having a relaxing treatment, such as a make-up or nail treatment.

Question 12

Provide a list of negative body languiage

Answer 12

Look out for the following negative body language from your client as a
warning sign that they are nervous, disinterested, defensive or, in the
worst case, want to leave the salon:
■ leaning back or away from you
■ crossed legs
■ crossed arms
■ a lack of eye contact
■ the client keeps looking away.

Question 13

Provide a list of negative body language your client may display:

Answer 13

■ leaning back or away from you
■ crossed legs
■ crossed arms
■ a lack of eye contact
■ the client keeps looking away.

Question 14

List methods of written communication

Answer 14

■ by email
■ by text message
■ by letter
■ on consultation forms and record cards
■ through leaflets and promotional materials (eg appointment cards and price lists)
■ through magazines and trade journals
■ through multimedia – this includes the Internet, websites, audio and DVDs that are used to promote the salon.

Question 15

What is a record card?

Answer 15

Record cards provide details of the treatments that a client has had.

Question 16

How should record cards be maintained?

Answer 16

It is important that this information is accurate, easy to read and can be understood by someone else who might need to access these records.

Question 17

True or False:

It isn’t important to check written communication for spelling or grammar .

Answer 17

False

Remember if you are communicating by text or email on behalf of your salon or spa to check the message for spelling and grammar. It will look
unprofessional if you make spelling errors.

Question 18

When sending emails to a number of client’s how a=can you keep their emails private?

Answer 18

For messages sent by email to a number of customers, make sure that you keep the recipients’
email addresses private by using the bcc address line.

Question 19

Provide examples if visual aid you could use in the salon.

Answer 19

products 
samples 
colour swatches
promotional material 
visual image of the end result of the treatment.

Question 20

What information should be recorded during the consultation process?

Answer 20

At the first consultation, you should record all of the client’s details including their:
■ full name
■ address
■ contact number – landline (home or work) or mobile
■ email address.

Question 21

Describe personal space:

Answer 21

Personal space is an area around the human body that an individual will
regard as their own. The size of this space can vary between individuals.

Question 22

Describe personal space:

Answer 22

Personal space is an area around the human body that an individual will regard as their own. The size of this space can vary between individuals.

Question 23

What is the ideal working temperature in a salon?

Answer 23

The ideal working temperature is about 18°C but can range from 15.5°C to 20°C.

Question 24

How often should the air be changed in the salon to maintain good ventilation?

Answer 24

Ventilation is when fresh air replaces stale air. The air in the salon shouldideally be changed every 3–4 hours to prevent a build-up of stale air.

Question 25

What is the function of an air conditioning system?

Answer 25

■ controls temperature – it is effective for keeping the temperature of the salon warm when it is cold outside and cool when it is hot outside
■ controls humidity – it adds moisture to the air or dries the air as necessary
■ filters out dust and dirt.

Question 26

What can be the effect of poor lighting in the salon?

Answer 26

poor visibility meaning an unsatisfactory service for the client if you cannot see what you are doing.
It can also lead to eyestrain and headaches. T

Question 27

What is the benefit of gaining feedback from the client?

Answer 27

■ evaluate the effectiveness of a treatment or service
■ understand how a treatment or service can be improved
■ improve continually by learning from your experiences

Question 28

Why is it important to check the client is satisfied with the service?

Answer 28

If the client is happy with their service hopefully they will come back and ask specifically for you. Always thank the client for their feedback whether it is negative or positive.

Question 29

What methods can be used to gain feedback?

Answer 29

Verbal questioning
Observation
Written questionnaires

Question 30

State the procedure to use when dealing with client complaints:

Answer 30

The business should have a set procedure that should be followed when dealing with customer complaints

Question 31

Who can you refer complaints to?

Answer 31

If you are unable to resolve the complaint yourself, you should refer the client to a senior member of staff or manager