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Esthetics > Ch. 9: Client Care > Flashcards

Ch. 9: Client Care Flashcards

(89 cards)

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1
Q

Offering a friendly smile, welcoming the client warmly, and shaking hands firmly are all part of the ____ phase.

A

Greeting

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2
Q

Which element is usually the first contact a client has with the skin care center?

A

Telephone

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3
Q

The nonverbal gesture that conveys undivided attention and demonstrates personal confidence is…

A

eye contact

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4
Q

The preferred tone of voice in a professional setting is…

A

low key

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5
Q

Treatment record, personal skin evaluation, professional skin evaluation are all components of the ____ ____ Form.

A

Client Consultation

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6
Q

Which section of the Client Consultation Form asks for basic data that can be used to offer marketing promotions?

A

Personal information

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7
Q

What section of the Client Consultation Form identifies possible contraindications for particular products, equipment, and services to be used or performed?

A

Medical history

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8
Q

Touch is the (least/most) personal of the five senses.

A

most

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9
Q

____ and ____ are common ingredients that can cause an allergic reaction.

A

Colors and fragrances

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10
Q

What effect will the use of topical steroid medications have on the skin?

A

increased sensitivity

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11
Q

Establish rapport is a purpose of the ____ phase.

A

Greeting

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12
Q

What is a nonverbal gesture that conveys undivided attention and communicates an interest in what is being said?

A

eye contact

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13
Q

In what phase do estheticians engage clients in a guided dialogue to share their expectations and desired services?

A

Ask, Analyze and Assess Phase

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14
Q

What section of the Client Consultation Form identifies possible contraindications for particular products, equipment and services to be used or performed?

A

medical history

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15
Q

What may protect the skin care center from claims related to damage that may occur to the client’s skin as a result of the services provided?

A

Client Release Statement

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16
Q

During which part of a client consultation does the esthetician distinguish the difference between what the client says he or she is experiencing and what is actually happening with the skin?

A

professional skin evaluation

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17
Q

The phase of service in which the esthetician summarizes and makes sure the client agrees on the recommended treatments is called the…

A

Agreement Phase

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18
Q

The key ingredient a product contains that makes it effective is referred to as the ____.

A

feature

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19
Q

The following goals are part of the ___ phase: attaining results that satisfy the client’s needs and expectations, educating the client and explaining what is taking place, ensuring client comfort during the service.

A

Delivery

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20
Q

Which phase of service involves soliciting feedback, recommending a home care regimen and scheduling the client’s next appointment?

A

Completion Phase

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21
Q

Why should an esthetician recommend quality products for the client to use at home?

A

to continue the benefits received from a professional treatment

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22
Q

The results that the product ingredients deliver is called ____.

A

benefits

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23
Q

What is the best form of advertising in any customer service business?

A

word-of-mouth

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24
Q

What is the recommended timeline for follow-up calls and notes?

A

within 72 hours

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25
Asking how the client’s skin reacted, how the products are working, and if the client was satisfied with the experience are purposes of a...
care call
26
____ ____ ____ are sent within 72 hours following the visit, should address the same topics as in a care call, and provide a chance to see if the products are effective.
Thank you notes
27
Under what circumstances should you follow up with a call or a note?
following every client who is new to you
28
____ ____ is a contagious viral infection that causes blister-like outbreaks.
Herpes Simplex
29
During which phase of service is the cost of the treatment being performed usually discussed?
Agreement
30
The key ingredient a product contains that makes it effective is called the ___.
feature
31
During what phase would you explain the steps and actions that you are taking during the service?
Delivery
32
Asking the client to book another appointment in advance is referred to as ___.
rebooking
33
During which of the service phases would you suggest the purchase of a product?
Completion
34
What is the purpose of the Greeting phase?
establish rapport and build trust
35
Which element is usually the first contact a client has with the skin care center?
telephone
36
During an introductory handshake, you should shake hands ___ and make ___ eye contact.
firmly; direct
37
Looking around the room during a client consultation sends a clear signal that you are ___.
distracted
38
A professional tone of voice is confident, firm, respectful, and ____.
non-judgemental
39
A substance or ingredient likely to cause an allergic reaction is referred to as a(n) ___.
allergen
40
A heart condition, Herpes Simplex, and high blood pressure are all examples of ____.
contraindications
41
What may protect the skin care center from claims related to damage that may occur to the client's skin as a result of the services provided?
client release record
42
Is smoking a contraindication, lifestyle consideration, or health condition?
lifestyle consideration
43
A health condition that will not affect the outcome of the treatment but will affect the comfort level of the patient during treatment is...
low pain threshold
44
What lifestyle habit can influence hydration levels as well as hormonal imbalances?
dieting
45
Which lifestyle habit can rob nutrients and oxygen from the skin?
smoking
46
The esthetician observes the skin during what phase?
Ask, Analyze, Assess
47
How often should a professional skin analysis be performed?
before and after each cleansing step
48
Decreased wrinkles, improved hydration, and improved pigmentation are all indicators of...
an effective skin care treatment
49
Stating the cost of the service, summarizing recommended treatments, and ensuring you and the client have the same understanding are all purposes of the ____ phase.
Agreement
50
Which phase of client care satisfies client needs?
Delivery
51
What percent of new clients should you strive to acquire each week?
15-20%
52
What is the best form of advertising in any customer service business?
word-of-mouth
53
What is the recommended timeline for follow-up calls and notes?
within 72 hours
54
___ ___ is the image projected by the skin care center, spa, salon, or office.
Professional environment
55
Increased sales leads to increased ___.
revenue
56
___ are broken capillaries indicating damage to the skin and possible heightened sensitivity.
Telangiectasia
57
Building a strong client base where clients return for treatments is referred to as ____ ____.
repeat business
58
What is the first step in helping your clients achieve the results that they desire?
client education
59
A ____ is also referred to as a "care call" where a phone call or a thank you note is sent to a client.
follow-up
60
What is the term for how your clients take care of their skin at home?
home care regimen
61
____ language is a choice of words used to help establish commitment by both the client and the esthetician.
"We"
62
What is an easy way to build new business by offering a brief interview on a potential client's skin care needs?
complimentary consultation
63
___ promotes not only a healthy body but healthy skin by increased circulation.
Exercise
64
What is an information card that includes three sections and provides information about the client and their skin?
client consultation form
65
Which element is usually the first contact a client has with the skin care center?
telephone
66
What nonverbal gesture conveys undivided attention and demonstrates personal confidence?
eye contact
67
What is the preferred tone of voice in a professional setting?
low key
68
Treatment record, personal skin evaluation, and professional skin evaluation are all components of what?
Client Consultation Form
69
What section of the Client Consultation Form asks for basic data that can be used to offer marketing promotions?
personal information
70
What section of the Client Consultation Form identifies possible contraindications for particular products, equipment, and services to be used or performed?
medical history
71
Allergies to alpha and beta hydroxy acids can cause ____.
irritation
72
Hyperpigmentation, acne, and increased dryness are all possible side effects of ___ ___ ___.
hormone replacement therapy
73
Clients with conditions such as epilepsy, pregnancy, and pacemakers should avoid treatments that utilize ___ ___.
electric current
74
Dilated capillaries that can be treated with massage and soothing, mild products are referred to as ____.
telangiectasia
75
Any types of treatment should be avoided on clients with active ___ ___ ___.
Herpes Simplex lesions
76
Regular exercise promotes a healthy body and skin by increasing ____.
circulation
77
The part of the Client Consultation Form in which the esthetician reviews and evaluates the skin is the ___ ___ ___.
professional skin evaluation
78
How often should a professional skin evaluation be performed?
each visit
79
Decreased wrinkles, improved hydration, and improved pigmentation are indicators of...
an effective skin care treatment
80
The size of the pores is most visible on the ___ area.
cheek
81
The key ingredient a product contains that makes it effective is referred to as the ___.
feature
82
Asking the client to schedule another appointment in advance is referred to as ____.
rebooking
83
You (should/should not) discredit products that the clients are currently using.
should not
84
An explanation of what a product will do and why is called a ___ ___.
product statement
85
The results that the ingredients deliver are called ___.
benefits
86
What percent of service dollars does retail account for?
15-30%
87
What percent of more new clients should you strive to acquire each week?
15-20%
88
What is the best form of advertising in any customer service business?
word-of-mouth
89
What is the recommended timeline for follow-up calls and notes?
within 72 hours

Esthetics (16 decks)

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