Chapter 9: Client Care

Question 1

All of the following are ways to greet a client professionally and respectfully EXCEPT:
A) offer a friendly smile
B) avoid direct eye contact
C) welcome the client warmly
D) extend your hand and shake hands firmly

Answer 1

B) avoid direct eye contact

Question 2

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

Answer 2

Telephone

Question 3

The nonverbal gesture that conveys undivided attention and demonstrates personal confidence is:

Answer 3

Eye contact

Question 4

The preferred tone of voice in a professional setting is:

Answer 4

Low key

Question 5

Which of the following is NOT a component of the Client Consultation Form? 
A) personal income
B) treatment record
C) personal skin evaluation
D) professional skin evaluation

Answer 5

A) personal income

Question 6

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

Answer 6

Personal information

Question 7

What section of the Client Consultation Form identifies possible contraindications for particular products, equipment, and services to be used or performed?

Answer 7

Medical history

Question 8

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

Answer 8

Allergen

Question 9

Allergies to alpha and beta hydroxy acids can cause:

Answer 9

Irritation

Question 10

Hyper pigmentation, acne, and increased dryness are all possible side effects of:

Answer 10

Hormone replacement therapy

Question 11

All of the following conditions should avoid treatments that utilize electrical current EXCEPT:
A) epilepsy
B) diabetes
C) pregnancy
D) pacemaker

Answer 11

B) diabetes

Question 12

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

Answer 12

Telangiectasia

Question 13

Any types of treatments should be avoided on clients with active:

Answer 13

Herpes Simplex lesions

Question 14

Which of the following is NOT a lifestyle factor that may affect the skin?
A) diet
B) exercise
C) smoking
D) low pain threshold

Answer 14

D) low pain threshold

Question 15

A lifestyle factor that robs nutrients and oxygen from the skin is:

Answer 15

Smoking

Question 16

Regular exercise promotes a healthy body and skin by increasing:

Answer 16

Circulation

Question 17

Which of the following 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?

Answer 17

Client Release Statement

Question 18

The part of the Client Consultation Form in which the Esthetician reviews and evaluates the skin is the:

Answer 18

Professional skin evaluation

Question 19

How often should a professional skin analysis be performed?

Answer 19

Each visit

Question 20

Which of the following is NOT an indicator of an effective skin care treatment? 
A) decreased wrinkles
B) improved hydration
C) increased pore size
D) improved pigmentation

Answer 20

C) increased pore size

Question 21

The size of the pores is most visible on the:

Answer 21

Cheek area

Question 22

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

Answer 22

Feature

Question 23

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

Answer 23

Rebooking

Question 24

Which of the following steps should NOT be followed upon completion of the treatment?
A) provide clients with a home care treatment plan
B) discredit products that the client’s are currently using
C) review with clients the products used during the treatment
D) stress the features and benefits of recommended products

Answer 24

B) discredit products that the client’s are currently using

Question 25

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

Answer 25

Product statement

Question 26

The results that the ingredients deliver are called:

Answer 26

Benefits

Question 27

What percentage of service dollars does retail account for?

Answer 27

15% to 30%

Question 28

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

Answer 28

15% to 20%

Question 29

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

Answer 29

Word of mouth

Question 30

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

Answer 30

Within 72 hours