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Esthetics > Ch. 9: Client Care > Flashcards

Ch. 9: Client Care Flashcards

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
Q

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…

A

care call

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26
Q

____ ____ ____ 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.

A

Thank you notes

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27
Q

Under what circumstances should you follow up with a call or a note?

A

following every client who is new to you

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28
Q

____ ____ is a contagious viral infection that causes blister-like outbreaks.

A

Herpes Simplex

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29
Q

During which phase of service is the cost of the treatment being performed usually discussed?

A

Agreement

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30
Q

The key ingredient a product contains that makes it effective is called the ___.

A

feature

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31
Q

During what phase would you explain the steps and actions that you are taking during the service?

A

Delivery

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32
Q

Asking the client to book another appointment in advance is referred to as ___.

A

rebooking

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33
Q

During which of the service phases would you suggest the purchase of a product?

A

Completion

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34
Q

What is the purpose of the Greeting phase?

A

establish rapport and build trust

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35
Q

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

A

telephone

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36
Q

During an introductory handshake, you should shake hands ___ and make ___ eye contact.

A

firmly; direct

37
Q

Looking around the room during a client consultation sends a clear signal that you are ___.

A

distracted

38
Q

A professional tone of voice is confident, firm, respectful, and ____.

A

non-judgemental

39
Q

A substance or ingredient likely to cause an allergic reaction is referred to as a(n) ___.

A

allergen

40
Q

A heart condition, Herpes Simplex, and high blood pressure are all examples of ____.

A

contraindications

41
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 record

42
Q

Is smoking a contraindication, lifestyle consideration, or health condition?

A

lifestyle consideration

43
Q

A health condition that will not affect the outcome of the treatment but will affect the comfort level of the patient during treatment is…

A

low pain threshold

44
Q

What lifestyle habit can influence hydration levels as well as hormonal imbalances?

A

dieting

45
Q

Which lifestyle habit can rob nutrients and oxygen from the skin?

A

smoking

46
Q

The esthetician observes the skin during what phase?

A

Ask, Analyze, Assess

47
Q

How often should a professional skin analysis be performed?

A

before and after each cleansing step

48
Q

Decreased wrinkles, improved hydration, and improved pigmentation are all indicators of…

A

an effective skin care treatment

49
Q

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.

A

Agreement

50
Q

Which phase of client care satisfies client needs?

A

Delivery

51
Q

What percent of new clients should you strive to acquire each week?

A

15-20%

52
Q

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

A

word-of-mouth

53
Q

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

A

within 72 hours

54
Q

___ ___ is the image projected by the skin care center, spa, salon, or office.

A

Professional environment

55
Q

Increased sales leads to increased ___.

A

revenue

56
Q

___ are broken capillaries indicating damage to the skin and possible heightened sensitivity.

A

Telangiectasia

57
Q

Building a strong client base where clients return for treatments is referred to as ____ ____.

A

repeat business

58
Q

What is the first step in helping your clients achieve the results that they desire?

A

client education

59
Q

A ____ is also referred to as a “care call” where a phone call or a thank you note is sent to a client.

A

follow-up

60
Q

What is the term for how your clients take care of their skin at home?

A

home care regimen

61
Q

____ language is a choice of words used to help establish commitment by both the client and the esthetician.

A

“We”

62
Q

What is an easy way to build new business by offering a brief interview on a potential client’s skin care needs?

A

complimentary consultation

63
Q

___ promotes not only a healthy body but healthy skin by increased circulation.

A

Exercise

64
Q

What is an information card that includes three sections and provides information about the client and their skin?

A

client consultation form

65
Q

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

A

telephone

66
Q

What nonverbal gesture conveys undivided attention and demonstrates personal confidence?

A

eye contact

67
Q

What is the preferred tone of voice in a professional setting?

A

low key

68
Q

Treatment record, personal skin evaluation, and professional skin evaluation are all components of what?

A

Client Consultation Form

69
Q

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

A

personal information

70
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

71
Q

Allergies to alpha and beta hydroxy acids can cause ____.

A

irritation

72
Q

Hyperpigmentation, acne, and increased dryness are all possible side effects of ___ ___ ___.

A

hormone replacement therapy

73
Q

Clients with conditions such as epilepsy, pregnancy, and pacemakers should avoid treatments that utilize ___ ___.

A

electric current

74
Q

Dilated capillaries that can be treated with massage and soothing, mild products are referred to as ____.

A

telangiectasia

75
Q

Any types of treatment should be avoided on clients with active ___ ___ ___.

A

Herpes Simplex lesions

76
Q

Regular exercise promotes a healthy body and skin by increasing ____.

A

circulation

77
Q

The part of the Client Consultation Form in which the esthetician reviews and evaluates the skin is the ___ ___ ___.

A

professional skin evaluation

78
Q

How often should a professional skin evaluation be performed?

A

each visit

79
Q

Decreased wrinkles, improved hydration, and improved pigmentation are indicators of…

A

an effective skin care treatment

80
Q

The size of the pores is most visible on the ___ area.

A

cheek

81
Q

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

A

feature

82
Q

Asking the client to schedule another appointment in advance is referred to as ____.

A

rebooking

83
Q

You (should/should not) discredit products that the clients are currently using.

A

should not

84
Q

An explanation of what a product will do and why is called a ___ ___.

A

product statement

85
Q

The results that the ingredients deliver are called ___.

A

benefits

86
Q

What percent of service dollars does retail account for?

A

15-30%

87
Q

What percent of more new clients should you strive to acquire each week?

A

15-20%

88
Q

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

A

word-of-mouth

89
Q

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

A

within 72 hours

Esthetics (16 decks)

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