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Chapter 23 Selling Product & Services Flashcards | StudBud
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Chapter 23 Selling Product & Services
Chapter 23 Selling Product & Services
50 terms
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milady esthetics
Flashcards
50 cards
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Practice quiz
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Questions
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Answers
1
What client behavior do you encourage by offering clients incentives such as information about upcoming sales?
procrastinating
consistently asking for discounts
checking out the competition
rebooking
2
What benefits of receiving referrals from clients, coworkers, and other people?
decreasing existing clientele by replacing them with new clients
being able to increase prices for each new client
enhancing existing clientele and increasing business
being able to stop all other promotional activities
3
When should you reveal to a client that you don't know something?
create the impression you know everything
when the client requests information about an unfamilier subject
when you sense that the client wants to show off personal knowledge
when the client asks about a service you do not want to perform
4
Estheticians should view selling as a distasteful but necessary endeavor
True
False
5
What is an example of hard selling?
repeating emphatically why a client should buy a product
assuring the client that buying isn't necessary
suggesting that the client can come back for purchase another day
selling a 'hard good' like a product instead of a 'soft' one like a service
6
What effect do repeat clients have on a business?
keep the business flowing
eliminate the need for advertising
eliminate the need for marketing
deter potential clients from coming into the salon
7
Client records serve the same purpose as the intake questionnaire
True
False
8
Selling products and services is critical to the financial success of a skin care salon or spa
False
True
9
What can interfere with the relaxation benefit of the treatment?
estheticians touch on the clients skin
soft music playing in the background
any type of sales technique
improperly utilized sales technique
10
What is consultative selling?
telling the client to come back during future sales promotions
advising clients and recommending the best treatments for them
persuading a client to buy more products or services than planned
referring the client to a consultant who can 'close' the sales
11
What is NOT something estheticians do when they accept selling as a professional responsibility?
promote credibility
encourage the clients to return in the future for products/services
make the client feel distrustful
educate clients
12
What is the best way to retain clients to ensure a steady stream of business?
all of these
pay your friends and family to come in
provide personal attention
offer discounts all the time
13
What is retailing?
practice of sharing general information about retail products
art of recommending and selling products to the clients for at home use
physical act of ringing up the client at the cash register
practice of encouraging clients to add services to an in-salon treatment
14
The only salon employees that need to be familiar with the products and treatments offered are estheticians
True
False
15
What is explained in the literature most companies provide for their products?
details of current litigation
information about which competing products are less expensive
information about which competing products are more effective
theory behind their products
16
You should conduct your own product trials on yourself, using every product offered, regardless of the skin type
True
False
17
The closing consultation is a time to educate clients about their product options and listen to their concerns
True
False
18
You should attend classes/seminars offered by by the manufacturers of product lines you carry
True
False
19
What are consultation skills crucial for accomplishing?
complying with safety regulations
recommending services and products
analyzing product efficiency
adhering to legal requirements
20
What is NOT a way in which skin care professionals promote good public relations?
develop good client relations
develop good employee relations
promote excellent service
place ads in local newspapers
21
A successful marketing and sales program meets whose needs?
client
esthetician
no one
client & esthetician
22
What term refers to how retail products are displayed?
merchandising
marketing
upselling
retailing
23
What terms refers to a strategy for how goods/services are bought, sold, and exchanged?
marketing
merchandising
upselling
retailing
24
What should you do sometime between 24 hours and 1 week after a clients salon visit?
send an e-mail asking why they haven't rebooked
ask for a referral to another potential client
see if they rebooked
place a follow-up call
25
Advertising helps to build a business and increase sales
True
False
26
What is NOT an element of an intake form?
complete client
credit card spending limits
information about client health
data about clients skin care habits
27
What is the main criteria for selecting the products/services you recommend to a particular client?
whether you think the client will provide referrals
whether you think the client will return
how much the client can spend
benefits for that specific client
28
Wen should you find out what the client already know about their own skin?
before trying to educate the client about products and services
assume they know nothing
assume they know everything
after educating the client about products/services
29
What should you do if a client asks you a question about a product and you do not know the answer?
redirect the conversation to something you know about
say that you do not know, but would be happy to find out for them
act like you didn't hear the question and continue with what you're doing
make a guess
30
How soon after starting clients on a new home-care regimen should you call to check on them?
within 24 hours
within one week
72 hours
48 hours
31
What is NOT an example of a common promotion strategy?
give clients a discount during their birthday month
offer sales promotions for an unlimited time
add value to services on slower days
endorse frequent buyer programs
32
What is a benefit of keeping good client records?
identifying the least profitable clients so you can refuse to serve them
serving client needs better
creating the illusion of personal service
remembering how much to increase prices each visit
33
What is NOT an example of direct marketing?
text messages
upselling
postcards
coupons
34
When estheticians sell treatments/products that promote beautiful healthy skin, they promote the clients best interest
False
True
35
What is one of the estheticians professional responsibilities?
selecting retail products based on price, not function
getting the client used to buying as many products as possible
recommending & providing quality skin care products for clients
making the client spend as much money as they can
36
When clients are unsure about which product/service to choose, the esti must keep the clients best interest in mind
True
False
37
What is promotion?
persuading clients to spend more during a visit than expected
positioning products in the store so clients see them before leaving
process of getting consumers attention
advising clients about the best products for their skin
38
What do you become once you are educated on the benefits of products and services?
capable of convincing people to make unnecessary purchases
eager to provide them for free
capable of convincing people to spend money irresponsibly
committed to their value
39
What is one of the best methods of advertising for a salon?
flashing light outside the salon
using a keychain with the salon logo on it
referrals from current clients
wearing a t-shirt
40
What is one possible element of the closing consultation?
hot-towel application
relaxing massage
analyzing skin type
preparing a home-care program
41
What is upselling?
art of recommending & selling products to clients for at home use
practice of sharing general information about retail product
ringing them up at the cash register
practice of encouraging clients to add services to an in salon treatment
42
When is a good time to educate clients about their skin?
during the skin analysis
during the massage
while steaming the face
after applying paraffin wax
43
When should you demonstrate the use of products?
never
when you think the client can't understand things without help
whenever possible
when you think the client needs an extra push
44
What is the MAIN purpose of sales quota?
to reduce excess stock of retail products
to encourage clients to rebook
to stimulate growth
to reward the most popular esthetician in the salon
45
What is the correct term for free media attention?
advertising
publicity
marketing
promotion
46
What can an esthetician accomplish by learning to recognize the value in selling?
learning to look at products as income rather than useful tools
learning how to properly apply recommended products
learning to look at the client as a source of money, not as a person
moving beyond the negative connotations of seling
47
Where can you find information about manufacturer's philosophy?
local library
manufacturer's invoices
brochures and pamphlets
state regulating agency
48
When is it prudent for you to formulate your own sales objectives?
when you think the salons sales quota system is too aggressive
its not for the esthetician to worry about
when your salon does not have a sales quota
when you think the salons sales quota is too conservative
49
What are advertisements?
paid promotional efforts intended to increase business
cost-free promotional efforts intended to increase business
catchy slogans used on the radio and TV
artistic treatments of the salon's name used on signs & uniforms
50
You should take advantage of natural timelines, (monthly manufacturer specials) when planning your promotional calendar
False
True
