CLIENT EXPERIENCE EXAM (104)

Question 1

The four service essentials are Connect, Create and:

Answer 1

Complete

Question 2

The Connect service essential involves establishing rapport and building:

Answer 2

Credibility

Question 3

Helping a client feel comfortable and confident with you and the salon/spa service you are about to perform is the goal of which of the following service essentials?

Answer 3

Connect

Question 4

Which of the following is NOT a suggested way to establish rapport

Answer 4

Produce predictable results

Question 5

Greeting the client is an element of which service essential?

Answer 5

Connect

Question 6

Try to greet the client within the first:

Answer 6

10 seconds

Question 7

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

Answer 7

Helps them feel important

Question 8

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

Answer 8

Competence

Question 9

All of the following actions are ways to build rapport by giving the client helpful directions EXCEPT:

Answer 9

Have magazines or books available