Chapter 4 Flashcards
What do you earn when you approach a new client with a smile on your face?
Trust and loyalty
When should a client fill out an intake form?
Before receiving services
What is considered a legal document?
Consent form
Why should you offer a compliment if your see that a coworker has done something well?
Everyone benefits from a well deserved compliment
What does everyone in the salon deserve from you?
Respect
What is an appropriate action in the even if unethical behavior on the part of the manager, such as sexual harassment or misappropriating funds?
Challenge the manager’s authority
What is an example of a positive nonverbal cue?
Good eye contact
When should you make amends?
When you are wrong
What must you master in order to thrive in the field of aesthetics?
The art of communication
What is based on trust?
Strong professional relationships
How can you ensure continued patronage from your clients?
By perfecting professional communication
When should a client be asked to reschedule his or hers appointment?
When he or she arrived more than 15 minutes late
What is a good description of a client who should be scheduled at the of the day?
Someone who is habitually late
When should you argue with a client?
Never
What is a goal of the “assess” consultation step?
Determine your clients objectives
What is body language?
Nonverbal communication such as crossing your arms and frowning
What is an example of sensitivity?
Choosing your words carefully
What is true of listening?
It is the best relationship builder
According to the golden rules of human relations, what does every action bring?
Reaction
What is also known as a client questionnaire?
Intake form
What is a primary ingredient for success in any career?
Ability to express your ideas in a professional manner
Why is customer service important in esthetics?
It is central to success
What can you do when you begin with a firm understanding of yourself?
Understand others
What is an attitude adjustment?
Modification when emotions are interfering with work
What is a constructive criticism?
Guidance offered by supervisors to improve your job performance
What do you exercise when you ensure that client information is kept private?
Confidentiality
What do you exercise by not “picking a side” in a conflict?
Neutrality
What is a goal of the “maintenance” consultation step?
Discuss home care
What type of cue is a smile?
Positive nonverbal
What type of cue are hand gestures that are used to scold or embarrass?
Negative nonverbal
What is a goal of the “preference” consultation step?
Discuss products the client uses
What is our emotional state when we feel secure?
Happy, calm and confident
What should you remember when someone seems insensitive?
At this particular time, the person is feeling insecure
What should you avoid doing when confronted with bad behavior?
Overreacting
What are you able to do when you believe in yourself?
Trust your judgment and uphold your own values
Why should you be attentive with all clients to learn what they want?
All clients are different
What is the act of successfully sharing information between people?
Communication
What should happen before beginning any part of the service?
Client consultation
Why should client consultations performed with as much privacy as possible?
To avoid breaches of confidentiality
When does the “review” step occur in the consultation process?
At the beginning
When does the “repeat” step occur in the consultation process?
At the end
What is reflective listening?
Repeating in your own words what you think the client has said
Why is the “repeat” step the most critical of the consultation process?
It ultimately determines the service(s) you will perform
What is proven by the fact that human beings desire to interact with other people when they feel secure?
Human beings are social animals
When should you ask for help, according to the golden rules of human relations?
When you feel overwhelmed
