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Chapter 3 - Communicating for Success

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Milady Standard Esthetics: Chapter 3

Question 1 of 27

1

Besides having excellent technical skills, what must you master to succeed in the skin care business?

Select one of the following:

  • art of communication

  • gift of the gab

  • in-depth medical knowledge

  • positive thinking

Explanation

Question 2 of 27

1

An intake form is also called a(n):

Select one of the following:

  • client history or client profile

  • admission card or new client survey

  • client card or portfolio

  • client questionnaire or consultation form

Explanation

Question 3 of 27

1

Your client should always sign a(n) __________ prior to more aggressive skin care treatments.

Select one of the following:

  • medical insurance form

  • allergy history

  • intake form

  • consent form

Explanation

Question 4 of 27

1

When should a client consultation be done?

Select one of the following:

  • prior to every service

  • change of season

  • twice yearly

  • every birthday

Explanation

Question 5 of 27

1

You should cover __________ during a consultation.

Select one of the following:

  • client's lifestyle

  • all key points

  • client's emotional state

  • all answers

Explanation

Question 6 of 27

1

__________ is not a skin type.

Select one of the following:

  • Normal skin

  • Hyperpigmentation

  • Oily skin

  • Combination skin

Explanation

Question 7 of 27

1

The salon manager is generally responsible for:

Select one of the following:

  • daily maintenance

  • daily operations

  • quality of client services

  • all answers

Explanation

Question 8 of 27

1

When dealing with difficult people, you should always:

Select one of the following:

  • respect boundaries

  • think before you speak or act

  • be assertive but respectful

  • all answers

Explanation

Question 9 of 27

1

There is a huge difference between being right and:

Select one of the following:

  • winning the argument

  • being righteous

  • being correct

  • bonding with your client

Explanation

Question 10 of 27

1

Any time you have an aggressive client who is not responding to your best efforts to communicate effectively, you should:

Select one of the following:

  • seek the aid and advice of your manager

  • seek the aid of your most trusted coworker

  • give the client whatever she wants to make her happy

  • call the salon hotline

Explanation

Question 11 of 27

1

Customer service is central to:

Select one of the following:

  • retail

  • having a good phone system

  • location of front desk

  • success

Explanation

Question 12 of 27

1

You need to understand __________ before you can understand others.

Select one of the following:

  • skin care services

  • your family

  • yourself

  • your limitations

Explanation

Question 13 of 27

1

We like to interact with __________ when we feel secure.

Select one of the following:

  • other estheticians

  • interactive retail displays

  • interactive Web series

  • other people

Explanation

Question 14 of 27

1

You should take care of __________ first.

Select one of the following:

  • yourself

  • your clients

  • your friends

  • your spouse

Explanation

Question 15 of 27

1

Communication is:

Select one of the following:

  • e-mail, text messaging, cell phones

  • sharing information between two people

  • writing often

  • successfully sharing information between two people

Explanation

Question 16 of 27

1

What should you do when you have an unhappy client on your hands?

Select one of the following:

  • offer to redo the service as soon as you possibly can

  • if the service cannot be redone, explain to the client exactly why this is the case

  • ask for the assistance of your manager

  • all answers

Explanation

Question 17 of 27

1

Every action brings about a reaction means:

Select one of the following:

  • we cause chain reactions

  • a quality service creates more quality services

  • everything we do -- good or bad -- elicits a response from others

  • all answers

Explanation

Question 18 of 27

1

The opposite of having a pleasant tone of voice is:

Select one of the following:

  • rapid, jumbled voice

  • a raspy voice

  • feeling cranky

  • sounding nasal

Explanation

Question 19 of 27

1

When dealing with a dissatisfied client, you should:

Select one of the following:

  • argue with her

  • try to move on to the solution

  • debate each point

  • not say a word

Explanation

Question 20 of 27

1

An employee evaluation is a formal meeting where:

Select one of the following:

  • your progress, work habits, and skill levels are discussed

  • new goals are set or current ones are reviewed

  • compensation is discussed

  • all answers

Explanation

Question 21 of 27

1

When giving a consultation, what should you have at your fingertips?

Select one of the following:

  • vendor pamphlets

  • before-and-after pictures

  • intake form

  • all answers

Explanation

Question 22 of 27

1

Which of the following questions are not part of a 10-step consultation?

Select one of the following:

  • skin type, skin conditions, Fitzpatrick typing

  • lifestyle, sun exposure

  • repeat questions

  • marital status, children

Explanation

Question 23 of 27

1

In a salon/employee situation, what is the best way to handle tardy clients?

Select one of the following:

  • follow your salon's late policy; still take the client, if you have room

  • establish your own late policy and stick to it

  • take them, even if you make other clients wait

  • ask them to find another esthetician

Explanation

Question 24 of 27

1

What is an important step when determining why a client is unhappy?

Select one of the following:

  • ask for specifics about the situation

  • find out who is at fault, and start from that point

  • check to see if she has a history of complaining

  • check to see if she purchased products from your salon

Explanation

Question 25 of 27

1

When you interact with fellow staffers, you should:

Select one of the following:

  • be honest and sensitive

  • remain neutral

  • remain objective

  • all answers

Explanation

Question 26 of 27

1

When you interact with fellow staffers, you should:

Select one of the following:

  • be honest and sensitive

  • remain neutral

  • remain objective

  • all answers

Explanation

Question 27 of 27

1

Gossiping with coworkers if permitted when:

Select one of the following:

  • clients cannot hear what you are saying

  • you trust the other person not to repeat what you are saying

  • you are not on the salon premises

  • it is never alright to gossip with coworkers

Explanation

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