Unit 203 Client Care and Communication Flashcards Preview

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Flashcards in Unit 203 Client Care and Communication Deck (31)
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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

b. 38 per cent

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

b. A DVD

3

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

a. Staring

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

c. Being argumentative

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.

d. speak clearly and not rush.

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

a. What is your skin care routine?

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.

b. stored in a filing cabinet

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

d. The salon manager

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

b. The client’s marital status

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

c. In a treatment room

11

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

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.

12

Provide a list of negative body languiage

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.

13

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

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

14

List methods of written communication

■ 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.

15

What is a record card?

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

16

How should record cards be maintained?

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.

17

True or False:

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

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.

18

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

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.

19

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

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

20

What information should be recorded during the consultation process?

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.

21

Describe personal space:

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.

22

Describe personal space:

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.

23

What is the ideal working temperature in a salon?

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

24

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

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.

25

What is the function of an air conditioning system?

■ 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.

26

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

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

27

What is the benefit of gaining feedback from the client?

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

28

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

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.

29

What methods can be used to gain feedback?

Verbal questioning
Observation
Written questionnaires

30

State the procedure to use when dealing with client complaints:

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

31

Who can you refer complaints to?

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