Ch. 9: Client Care Flashcards
Offering a friendly smile, welcoming the client warmly, and shaking hands firmly are all part of the ____ phase.
Greeting
Which element is usually the first contact a client has with the skin care center?
Telephone
The nonverbal gesture that conveys undivided attention and demonstrates personal confidence is…
eye contact
The preferred tone of voice in a professional setting is…
low key
Treatment record, personal skin evaluation, professional skin evaluation are all components of the ____ ____ Form.
Client Consultation
Which section of the Client Consultation Form asks for basic data that can be used to offer marketing promotions?
Personal information
What section of the Client Consultation Form identifies possible contraindications for particular products, equipment, and services to be used or performed?
Medical history
Touch is the (least/most) personal of the five senses.
most
____ and ____ are common ingredients that can cause an allergic reaction.
Colors and fragrances
What effect will the use of topical steroid medications have on the skin?
increased sensitivity
Establish rapport is a purpose of the ____ phase.
Greeting
What is a nonverbal gesture that conveys undivided attention and communicates an interest in what is being said?
eye contact
In what phase do estheticians engage clients in a guided dialogue to share their expectations and desired services?
Ask, Analyze and Assess Phase
What section of the Client Consultation Form identifies possible contraindications for particular products, equipment and services to be used or performed?
medical history
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 Statement
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?
professional skin evaluation
The phase of service in which the esthetician summarizes and makes sure the client agrees on the recommended treatments is called the…
Agreement Phase
The key ingredient a product contains that makes it effective is referred to as the ____.
feature
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.
Delivery
Which phase of service involves soliciting feedback, recommending a home care regimen and scheduling the client’s next appointment?
Completion Phase
Why should an esthetician recommend quality products for the client to use at home?
to continue the benefits received from a professional treatment
The results that the product ingredients deliver is called ____.
benefits
What is the best form of advertising in any customer service business?
word-of-mouth
What is the recommended timeline for follow-up calls and notes?
within 72 hours
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
____ ____ ____ 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
Under what circumstances should you follow up with a call or a note?
following every client who is new to you
____ ____ is a contagious viral infection that causes blister-like outbreaks.
Herpes Simplex
During which phase of service is the cost of the treatment being performed usually discussed?
Agreement
The key ingredient a product contains that makes it effective is called the ___.
feature
During what phase would you explain the steps and actions that you are taking during the service?
Delivery
Asking the client to book another appointment in advance is referred to as ___.
rebooking
During which of the service phases would you suggest the purchase of a product?
Completion
What is the purpose of the Greeting phase?
establish rapport and build trust
Which element is usually the first contact a client has with the skin care center?
telephone
During an introductory handshake, you should shake hands ___ and make ___ eye contact.
firmly; direct
Looking around the room during a client consultation sends a clear signal that you are ___.
distracted
A professional tone of voice is confident, firm, respectful, and ____.
non-judgemental
A substance or ingredient likely to cause an allergic reaction is referred to as a(n) ___.
allergen
A heart condition, Herpes Simplex, and high blood pressure are all examples of ____.
contraindications
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
Is smoking a contraindication, lifestyle consideration, or health condition?
lifestyle consideration
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
What lifestyle habit can influence hydration levels as well as hormonal imbalances?
dieting
Which lifestyle habit can rob nutrients and oxygen from the skin?
smoking
The esthetician observes the skin during what phase?
Ask, Analyze, Assess
How often should a professional skin analysis be performed?
before and after each cleansing step
Decreased wrinkles, improved hydration, and improved pigmentation are all indicators of…
an effective skin care treatment
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
Which phase of client care satisfies client needs?
Delivery
What percent of new clients should you strive to acquire each week?
15-20%
What is the best form of advertising in any customer service business?
word-of-mouth
What is the recommended timeline for follow-up calls and notes?
within 72 hours
___ ___ is the image projected by the skin care center, spa, salon, or office.
Professional environment
Increased sales leads to increased ___.
revenue
___ are broken capillaries indicating damage to the skin and possible heightened sensitivity.
Telangiectasia
Building a strong client base where clients return for treatments is referred to as ____ ____.
repeat business
What is the first step in helping your clients achieve the results that they desire?
client education
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
What is the term for how your clients take care of their skin at home?
home care regimen
____ language is a choice of words used to help establish commitment by both the client and the esthetician.
“We”
What is an easy way to build new business by offering a brief interview on a potential client’s skin care needs?
complimentary consultation
___ promotes not only a healthy body but healthy skin by increased circulation.
Exercise
What is an information card that includes three sections and provides information about the client and their skin?
client consultation form
Which element is usually the first contact a client has with the skin care center?
telephone
What nonverbal gesture conveys undivided attention and demonstrates personal confidence?
eye contact
What is the preferred tone of voice in a professional setting?
low key
Treatment record, personal skin evaluation, and professional skin evaluation are all components of what?
Client Consultation Form
What section of the Client Consultation Form asks for basic data that can be used to offer marketing promotions?
personal information
What section of the Client Consultation Form identifies possible contraindications for particular products, equipment, and services to be used or performed?
medical history
Allergies to alpha and beta hydroxy acids can cause ____.
irritation
Hyperpigmentation, acne, and increased dryness are all possible side effects of ___ ___ ___.
hormone replacement therapy
Clients with conditions such as epilepsy, pregnancy, and pacemakers should avoid treatments that utilize ___ ___.
electric current
Dilated capillaries that can be treated with massage and soothing, mild products are referred to as ____.
telangiectasia
Any types of treatment should be avoided on clients with active ___ ___ ___.
Herpes Simplex lesions
Regular exercise promotes a healthy body and skin by increasing ____.
circulation
The part of the Client Consultation Form in which the esthetician reviews and evaluates the skin is the ___ ___ ___.
professional skin evaluation
How often should a professional skin evaluation be performed?
each visit
Decreased wrinkles, improved hydration, and improved pigmentation are indicators of…
an effective skin care treatment
The size of the pores is most visible on the ___ area.
cheek
The key ingredient a product contains that makes it effective is referred to as the ___.
feature
Asking the client to schedule another appointment in advance is referred to as ____.
rebooking
You (should/should not) discredit products that the clients are currently using.
should not
An explanation of what a product will do and why is called a ___ ___.
product statement
The results that the ingredients deliver are called ___.
benefits
What percent of service dollars does retail account for?
15-30%
What percent of more new clients should you strive to acquire each week?
15-20%
What is the best form of advertising in any customer service business?
word-of-mouth
What is the recommended timeline for follow-up calls and notes?
within 72 hours
