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