Client-centered Experience Flashcards
The four Service Essentials are Connect, Consult, Create and:
Complete
The Connect service essentials involves establishing rapport and building:
Credibility
What is an element of the Connect service essential?
a. reviewing the service experience
b. analyzing client wants and needs
c. making clients feel confident in you as a professional
d. producing functional, predictable and pleasing results
c. making clients feel confident in you as a professional
Try to greet a client within the first:
10 seconds
Why is it important to use a client’s name?
Helps them feel like they are important to you
When introducing yourself to a client, use poised, calm movements to project confidence and:
Competence
All of the following statements describe ways to build credibility with clients EXCEPT:
a. shorten or omit connecting time with the next client
b. keep interpersonal conflicts outside the service area
c. make sure music and reading material are appropriate
d. minimize distractions to the immediate environment
a. shorten or omit connecting time with the next client
Alycia has a new client on her schedule and wants to make sure she sets the tone for an ongoing relationship. What is an important point to consider related to the schedule for new clients?
a. limit connecting time with the new client
b. make sure background music is turned down
c. allow ample time to connect with the new client
d. make sure the client has to wait so it’s apparent you are busy
c. allow ample time to connect with the new client
Considering gender-neutral colours for towels and décor, so all clients feel comfortable would be taking advantage of which client senses?
Sight
Playing soft, slow music in the service area will enhance which experience?
Relaxation
Which of the following strategies is a part of the Consult service essential?
a. greeting a client
b. obtaining consent
c. performing the service
d. recommending home care
b. obtaining consent
Anna’s client told her, “I wish my nails didn’t peel like this.” What Consult strategy will Anna be using to help solve this problem?
a. obtain client consent
b. visualize the end result
c. organize the plan for follow-through
d. analyze the client’s wants and needs
d. analyze the client’s wants and needs
Which of the following questions is considered an open-ended question?
a. “Do your nails peel?”
b. “You haven’t had a pedicure in a while, right?”
c. “Do you like the colour you have on your nails now?”
d. “Why did you decide to lengthen your nails today?”
d. “Why did you decide to lengthen your nails today?”
Select the term that could be used by a client to help uncover what they “want” in a nail care service:
a. dry
b. rough
c. brittle
d. smooth
d. smooth
Visualizing the end result will assist the nail professional in determining:
Nail service needed to achieve desired look
Sharing a brief summary with the client is part of which Consult strategy?
a. obtain client consent
b. visualize the end result
c. organize the plan for follow-through
d. analyze the client’s wants and needs
c. organize the plan for follow-through
If you sense hesitation from the client about your suggestions made during the Consult service essential, you should:
a. proceed with the service anyway
b. convince the client to change their mind
c. offer to pre-book the client’s next appointment
d. ask additional questions to clarify what the client wants
d. ask additional questions to clarify what the client wants
At what point would you gain consent to move forward during the Consult service essential?
a. before creating the service plan
b. after analyzing the client’s nails
c. after client agrees on recommendations
d. before determining the outcome of the service
c. after client agrees on recommendations
Traci is planning a consultation with a new client. What type of environment should be used for the consultation?
a. a dark area
b. a very noisy area
c. a high-traffic area
d. an area with good lighting
d. an area with good lighting
A consultation record contains all of the following information EXCEPT:
a. client’s religion
b. basic contact information
c. details of the agreed-upon service
d. relevant information regarding the client’s health
a. client’s religion
What is the purpose of the Create service essential?
Producing functional, predictable and pleasing results
Which of the following actions describes a Create service essential strategy?
a. building credibility
b. establishing rapport with the clients
c. analyzing client wants and needs
d. explaining what is happening during a service
d. explaining what is happening during a service
The reason for showing the client what products and tools will be used before the service is to avoid interrupting:
Interrupting the client’s relaxation
Sofía is using the Create strategy of “Tell.” What is something she might say to the client?
a. “This is the mask I will be using during your spa manicure.”
b. “Applying a little drop of cuticle oil twice daily will prevent hangnails.”
c. “I’ll be using a salicylic acid to help soften the calloused areas on your heels.”
d. “Wearing gloves while using harsh household cleaners will protect your skin and nails.”
c. “I’ll be using a salicylic acid to help soften the calloused areas on your heels.”
Informing clients about how they can maintain their nails between visits is a part of which Create strategy?
Teach
All of the following Create strategies can help a client feel they’ve had an exceptional experience EXCEPT:
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d. expressing unhappiness about a class you attended
d. expressing unhappiness about a class you attended
Henry is preparing for a nail service. Which of the following actions will help ensure his client’s comfort during the service?
a. warming towels before the service
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a. warming towels before the service
A key point to keep in mind when working with a client with a disability or health challenge is:
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d. book extra time so they don’t feel rushed
d. book extra time so they don’t feel rushed
An opportunity for customizing a client’s service experience can be accomplished by:
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b. focusing on your client and their needs
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b. focusing on your client and their needs
Which description reflects keeping a conversation professional?
Not talking about yourself
Of the following strategies, which one is a component of the Complete service essential?
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b. make product recommendations
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b. make product recommendations
Which of the following descriptions reduces client satisfaction?
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d. assume client sees results the same as you do
d. assume client sees results the same as you do
Which description is an example of a product benefit? (What it does)
Adds moisture
Unique selling points (USPs) can be used to:
Explain product benefits
“Lateesha, my schedule is getting full. I’d like to make sure you’re able to maintain your nails. I have openings available two weeks from today after 1:00pm; would that work for your fill?” This statement is an example of a:
Prebook
Any contraindications or contra-actions noticed during the service are included on the:
Consultation record
What is a description that could identify a feature when recommending a product?
Contains apricot oil
Texts, emails and birthday cards are examples of a:
Follow-up
“Is there anything that could have made your experience better?” Is an example of a question you might ask a client on a follow-up call to determine:
Satisfaction
If a client has a complaint, the nail professional should:
Ask what could have been better
