General reception and communication

Question 1

Appearance

Answer 1

• maintaining a polished, professional look not only enhances your credibility but also reflects your attention to detail, hygiene and commitment to high standards

Question 2

Makeup

Answer 2

• should be subtle, enhancing your features without being overpowering
• a natural, fresh look is ideal, creating a professional and approachable image
• avoid excessive or dramatic styles

Question 3

Hair

Answer 3

• clean, neatly styled and appropriate for a professional environment
• should not interfere with work
• long hair should be tied back it prevent it from meeting clients

Question 4

Jewellery

Answer 4

• minimal, elegant jewellery is preferable
• large, dangling accessories can be distracting, unprofessional and even pose safety concerns

Question 5

Uniform

Answer 5

• always be clean, well-fitted and wrinkle-free
• represents your professionalism and adherence to hygiene standards

Question 6

Shoes

Answer 6

• comfortable, closed toe and supportive
• avoid high heels or open-toe shoes and they may pose safety hazards
• clean, polished and appropriate shoes complete a well-groomed professional look

Question 7

A well-presented therapist inspires

Answer 7

confidence, builds trust and enhances the overall client experience

Question 8

A warm, professional welcome

Answer 8

reassures them and makes them feel at ease

Question 9

Steps to a professional greeting

Answer 9

• stop what you are doing to give the client your full attention
• make eye contact and acknowledge them with a friendly, warm greeting
• introduce yourself and address the client by their name or surname
• confirm their appointment details
• escort them to their waiting area or treatment space

Question 10

What is good customer service

Answer 10

• making the client feel like your number one priority
• involves understanding and catering to their needs
• the service begins when they enter the salon and continues until they leave
• make follow up appointment and send follow up message

Question 11

Being respectful

Answer 11

• clients have the right to expect respect because they are paying for a professional service
• a respectful attitude builds trust and encourages client loyalty

Question 12

Key aspects of exceptional customer service

Answer 12

• listening and understanding
• identifying the clients needs
• questioning for clarity
• avoid gossip
• keep clients informed

Question 13

Good service

Answer 13

• inform clients on any delays or disruptions in their service
• recognize and anticipate the needs of your clients
• remember key details about your client
• educate client about the salons services and products to help them make informed choices
• work as part of a team

Question 14

Talking with team members

Answer 14

• language can be more relaxed and informal
• important to maintain professionalism (especially when clients are around)
• avoid slang, gossip

Question 15

Talking with clients

Answer 15

• language should be professional, yet friendly
• avoid being overly casual but at the same time you don’t want to sound too formal or robotic
• make the client feel comfortable while ensuring they understand everything clearly
• simply or explain technical terms in a way they can relate to

Question 16

Matching your tone to the client

Answer 16

• gauge their personality and adjust your communication style accordingly
• always maintain politeness and professionalism