Chapter 4

Question 1

What do you earn when you approach a new client with a smile on your face?

Answer 1

Trust and loyalty

Question 2

When should a client fill out an intake form?

Answer 2

Before receiving services

Question 3

What is considered a legal document?

Answer 3

Consent form

Question 4

Why should you offer a compliment if your see that a coworker has done something well?

Answer 4

Everyone benefits from a well deserved compliment

Question 5

What does everyone in the salon deserve from you?

Answer 5

Respect

Question 6

What is an appropriate action in the even if unethical behavior on the part of the manager, such as sexual harassment or misappropriating funds?

Answer 6

Challenge the manager’s authority

Question 7

What is an example of a positive nonverbal cue?

Answer 7

Good eye contact

Question 8

When should you make amends?

Answer 8

When you are wrong

Question 9

What must you master in order to thrive in the field of aesthetics?

Answer 9

The art of communication

Question 10

What is based on trust?

Answer 10

Strong professional relationships

Question 11

How can you ensure continued patronage from your clients?

Answer 11

By perfecting professional communication

Question 12

When should a client be asked to reschedule his or hers appointment?

Answer 12

When he or she arrived more than 15 minutes late

Question 13

What is a good description of a client who should be scheduled at the of the day?

Answer 13

Someone who is habitually late

Question 14

When should you argue with a client?

Answer 14

Never

Question 15

What is a goal of the “assess” consultation step?

Answer 15

Determine your clients objectives

Question 16

What is body language?

Answer 16

Nonverbal communication such as crossing your arms and frowning

Question 17

What is an example of sensitivity?

Answer 17

Choosing your words carefully

Question 18

What is true of listening?

Answer 18

It is the best relationship builder

Question 19

According to the golden rules of human relations, what does every action bring?

Answer 19

Reaction

Question 20

What is also known as a client questionnaire?

Answer 20

Intake form

Question 21

What is a primary ingredient for success in any career?

Answer 21

Ability to express your ideas in a professional manner

Question 22

Why is customer service important in esthetics?

Answer 22

It is central to success

Question 23

What can you do when you begin with a firm understanding of yourself?

Answer 23

Understand others

Question 24

What is an attitude adjustment?

Answer 24

Modification when emotions are interfering with work

Question 25

What is a constructive criticism?

Answer 25

Guidance offered by supervisors to improve your job performance

Question 26

What do you exercise when you ensure that client information is kept private?

Answer 26

Confidentiality

Question 27

What do you exercise by not “picking a side” in a conflict?

Answer 27

Neutrality

Question 28

What is a goal of the “maintenance” consultation step?

Answer 28

Discuss home care

Question 29

What type of cue is a smile?

Answer 29

Positive nonverbal

Question 30

What type of cue are hand gestures that are used to scold or embarrass?

Answer 30

Negative nonverbal

Question 31

What is a goal of the “preference” consultation step?

Answer 31

Discuss products the client uses

Question 32

What is our emotional state when we feel secure?

Answer 32

Happy, calm and confident

Question 33

What should you remember when someone seems insensitive?

Answer 33

At this particular time, the person is feeling insecure

Question 34

What should you avoid doing when confronted with bad behavior?

Answer 34

Overreacting

Question 35

What are you able to do when you believe in yourself?

Answer 35

Trust your judgment and uphold your own values

Question 36

Why should you be attentive with all clients to learn what they want?

Answer 36

All clients are different

Question 37

What is the act of successfully sharing information between people?

Answer 37

Communication

Question 38

What should happen before beginning any part of the service?

Answer 38

Client consultation

Question 39

Why should client consultations performed with as much privacy as possible?

Answer 39

To avoid breaches of confidentiality

Question 40

When does the “review” step occur in the consultation process?

Answer 40

At the beginning

Question 41

When does the “repeat” step occur in the consultation process?

Answer 41

At the end

Question 42

What is reflective listening?

Answer 42

Repeating in your own words what you think the client has said

Question 43

Why is the “repeat” step the most critical of the consultation process?

Answer 43

It ultimately determines the service(s) you will perform

Question 44

What is proven by the fact that human beings desire to interact with other people when they feel secure?

Answer 44

Human beings are social animals

Question 45

When should you ask for help, according to the golden rules of human relations?

Answer 45

When you feel overwhelmed