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ESTHI Client Centered Experience 104 Flashcards | StudBud
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ESTHI Client Centered Experience 104
ESTHI Client Centered Experience 104
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1
Analyzing the client's wants and needs occurs during which service essential?
Create
Consult
Connect
Complete
2
The type of treatment plan you create is based on:
the time of day of client's appointment
what the client's friend recommended
The service you will be performing
current color trends in skin care
3
Which of the following words describes how clients should see your routine each time they visit?
irregular
consistent
varied
erratic
4
It is okay to check your phone, texts or social media while working on the salon/spa floor.
False
True
5
Communication skills, personality, schedule/time, environment and professional appearance play a role in building:
credibility
professional atmosphere
momentum
predictable results
6
Greeting the client is an element of which Service Essential?
Create
Complete
Connect
Consult
7
Reactions that may happen during or after a treatment are known as:
features
contra-actions
benefits
contraindications
8
An example of making your client feel valued is to:
let bad moods carry over into client conversations
acknowledge every client when they arrive
offer only one-word responses to the client
Ignore them
9
When introducing yourself to a client, use poised, calm movements to project confidence and:
competence
incompetence
moody
hesitation
10
If you can't give the client what they want, you should use all of the following strategies EXCEPT:
offer a positive alternative
explain why you can't give the client what they want
offer a flat-out no
maintain a pleasant attitude and tone
11
An excess of fat in the diet can contribute to:
yellow skin
increased dryness
skin congestion and comedones
premature wrinkles
12
Strategies practiced during the Create service essential include Show, Tell and:
Go
Treat
Sell
Complete
13
Which of the following actions describes the Create service essential?
establish rapport
explain treatment steps and actions
analyze client wants and needs
build credibility
14
Clients will often connect your professional appearance to their expectations of your job performance.
True
False
15
Generally, a new client who has been referred by an existing client is:
less likely to become a regular
more critical of the service
more likely to become a regular
forced to come to the salon/spa
16
Tips for a successful consultation include all of the following steps EXCEPT:
maintain eye contact
not discussing client's daily skin care regimen
listen to client
sit so client doesn't have to look up at you
17
Why should you sit next to your client during the consultation?
they don't have to look up at you
so they will feel inferior
it is easier to listen while sitting
you can easily set up necessary barriers
18
A professional tone of voice should be:
Timid
Judgmental
Calm
Hesitant
19
Negative body language is represented by:
good posture
folded arms
open hand gestures
smiling
