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Nail Technology Diploma Program > Client-centered Experience > Flashcards

Client-centered Experience Flashcards

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1
Q

The four Service Essentials are Connect, Consult, Create and:

A

Complete

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2
Q

The Connect service essentials involves establishing rapport and building:

A

Credibility

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3
Q

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

A

c. making clients feel confident in you as a professional

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4
Q

Try to greet a client within the first:

A

10 seconds

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5
Q

Why is it important to use a client’s name?

A

Helps them feel like they are important to you

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6
Q

When introducing yourself to a client, use poised, calm movements to project confidence and:

A

Competence

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7
Q

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

a. shorten or omit connecting time with the next client

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8
Q

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

A

c. allow ample time to connect with the new client

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9
Q

Considering gender-neutral colours for towels and décor, so all clients feel comfortable would be taking advantage of which client senses?

A

Sight

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10
Q

Playing soft, slow music in the service area will enhance which experience?

A

Relaxation

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11
Q

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

A

b. obtaining consent

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12
Q

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

A

d. analyze the client’s wants and needs

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13
Q

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?”

A

d. “Why did you decide to lengthen your nails today?”

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14
Q

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

A

d. smooth

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15
Q

Visualizing the end result will assist the nail professional in determining:

A

Nail service needed to achieve desired look

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16
Q

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

A

c. organize the plan for follow-through

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17
Q

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

A

d. ask additional questions to clarify what the client wants

18
Q

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

A

c. after client agrees on recommendations

19
Q

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

A

d. an area with good lighting

20
Q

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

a. client’s religion

21
Q

What is the purpose of the Create service essential?

A

Producing functional, predictable and pleasing results

22
Q

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

A

d. explaining what is happening during a service

23
Q

The reason for showing the client what products and tools will be used before the service is to avoid interrupting:

A

Interrupting the client’s relaxation

24
Q

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.”

A

c. “I’ll be using a salicylic acid to help soften the calloused areas on your heels.”

25
Q

Informing clients about how they can maintain their nails between visits is a part of which Create strategy?

A

Teach

26
Q

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

A

d. expressing unhappiness about a class you attended

27
Q

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

a. warming towels before the service

28
Q

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

A

d. book extra time so they don’t feel rushed

29
Q

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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A

b. focusing on your client and their needs

30
Q

Which description reflects keeping a conversation professional?

A

Not talking about yourself

31
Q

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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A

b. make product recommendations

32
Q

Which of the following descriptions reduces client satisfaction?

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d. assume client sees results the same as you do

A

d. assume client sees results the same as you do

33
Q

Which description is an example of a product benefit? (What it does)

A

Adds moisture

34
Q

Unique selling points (USPs) can be used to:

A

Explain product benefits

35
Q

“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:

A

Prebook

36
Q

Any contraindications or contra-actions noticed during the service are included on the:

A

Consultation record

37
Q

What is a description that could identify a feature when recommending a product?

A

Contains apricot oil

38
Q

Texts, emails and birthday cards are examples of a:

A

Follow-up

39
Q

“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:

A

Satisfaction

40
Q

If a client has a complaint, the nail professional should:

A

Ask what could have been better

Nail Technology Diploma Program (7 decks)

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