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Duplicate of Pivot Point Ch 103.1E-103.3E, 103.7E Salon/ Spa Business- Professionalism Flashcards | StudBud
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Duplicate of Pivot Point Ch 103.1E-103.3E, 103.7E Salon/ Spa Business- Professionalism
Duplicate of Pivot Point Ch 103.1E-103.3E, 103.7E Salon/ Spa Business- Professionalism
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1
For estheticians just starting out, the most common and immediate source of referrals is:
target marketing
client profile
promotional literature
word-of-mouth recommendations
2
A client is very pleased with her services and recommended the esthetician to a friend. This is known as:
prebook
upsell
client factor
referral
3
If a client expresses a lack of satisfaction, all of the following actions are recommended EXCEPT:
make plans for future satisfaction, such as a return service
tell client you cannot take time to deal with it at the present time
express appreciation for the client's honesty
offer to make changes immediately
4
According to industry experts, how often does the average loyal client visit a salon/spa?
every 2 weeks
every 3 months
every 6 weeks
twice per year
5
Which client type requires accurate information regarding ingredients and product application?
analytical client
conventional client
authentic client
tentative client
6
What is considered to be the number one reason why clients move on to another salon/spa?
product dissatisfaction
indifferent attitude of an employee
competitive reasons (including pricing)
move away
7
What term defines a specific target or benchmark of achievement that can be attained within a specific time frame?
milestone
goal
schedule
budget
8
Types of treatment and competitive pricing that will attract potential clients is known as:
public relations
community involvement
target marketing
upselling
9
Employment benefits, such as holiday pay, are considered part of an employees regular salary or wages.
False
True
10
Knowing the location of an interview, parking, and approximate travel time needed will help you be:
tardy
late
punctual
behind
11
Who can decide if a goal is realistic?
your family
your friends
you
your tutor
12
If an esthetician leaves a salon/spa, his or her clients will frequently:
go to a different salon/spa from where the esthetician went
follow the esthetician
stay at the salon/spa
stay at the salon/spa and recommend others follow the esthetician
13
When handling a client complaint, you can turn a negative experience into a positive one by:
restating back to the client what you heard
avoiding any feedback the client might have
not asking any additional questions to clarify concerns
ignoring any signs that the client might be disappointed
14
A goal you know you can complete because someone did it before is considered:
Achievable
Measurable
Specific
Timely
15
Options to increase revenue without raising prices include all the following EXCEPT:
value add-on packages
upselling
overcharging
retail
16
When clients reserve a future appointment before leaving the salon/spa during their current visit:
prebooking
retention
referral
upselling
17
Selling additional services to clients beyond what they originally scheduled for a visit is called:
promoting referrals
prebooking
client retention
upselling
18
If you don't waste time or salon/spa resources, you are demonstrating your work ethic has a quality of:
efficiency
teamwork
initiative
dependability
19
If problems arise with co-workers, always take it to your manager immediately.
True
False
20
Industry statistics indicate that satisfied clients will usually refer how many new clients?
12
8
1
3
21
The average amount spent on services and retail by a salon/spa client during one visit is known as a(n):
average ticket
average appointment
average net profit
average visit
22
Which of the following situations would represent a good time to ask a client for referrals?
when the client is unsatisfied with the service
when the client is complaining about the service
when the client is happy and satisfied with the service
when the client is looking confused
23
Which of the following concepts involves convincing new clients to return and hopefully become lifelong clients?
client profile
CRM
client retention
client factor
24
Which of the following time periods identifies the consideration for a long-term goal?
1 year
3 months
6 months
5 years
25
Which of the following descriptions is considered a key to successful client relationships?
listen carefully; don't jump to conclusions
discuss your personal life with the client
don't consider the client's home-care routine
ask simple questions that can be answered with "yes" or "no"
26
A brief, written account of personal, educational and professional qualifications and experience is known as a:
reference
cover letter
portfolio
resumé
27
Susie doesn't always wait to be told what to do. She has a work ethic known as:
dependability
teamwork
initiative
efficiency
28
Which of the statements represents a specific goal?
I will get a job.
I will most likely get a job somewhere close to where I might live.
I will get a position in a reputable salon/spa after graduation.
I will very easily get a job.
29
A realistic goal is one that:
states exactly what you want to accomplish
sets a deadline for achieving a goal
you believe can be accomplished
contains concrete benchmarks
30
Paid holidays, bonuses and insurance are all examples of:
liabilities
assets
job benefits
job responsibilities
31
"Is this something I can commit to?" is a question that would be asked when determining if a goal is:
Timely
Realistic
Measurable
Achievable
32
Access to people and resources within the industry that can provide you with possible career opportunities:
client factor
networking
client referral
marketing
33
During a job interview it is very important to:
tell the interviewer whatever you think he or she wants to hear
stretch the truth if necessary
tell a lot of stories
stay calm and be yourself
34
Before an interview begins, you might be asked to fill out a(n):
reference
resumé
portfolio
application
35
A goal you believe can be accomplished represents which of the following S.M.A.R.T. goals?
Timely
Realistic
Specific
Measurable
36
All of the following statements identify the benefits of sharing knowledge EXCEPT:
sharing encourages others to share with you
sharing leads to more loyal clients
sharing discourages others from sharing with you
sharing leads to more satisfied clients
37
Which of the following statements describes a behavioral interview question?
"Why did you enroll in esthetics school?"
"Tell me about yourself."
"Where do you see yourself in 5 years?"
"Describe a time when you didn't get along with a colleague."
38
Showing up on time and ready to work is the work principle:
initiative
teamwork
efficiency
dependability
39
Measurable goals will help you get organized and:
stick with the status quo
believe in what you can do
track your progress
force you to stretch
40
Benchmarks for a goal are usually expressed with:
vague dreams
numbers
time periods
letters
41
All of the following descriptions identify ways to help create a long-range goal EXCEPT:
visualizing where you want your career to be in 1 year
asking why you want to achieve this goal
committing to a completion date
writing a journal entry describing the goal
42
Four main areas to consider for employment in the esthetics industry are service, management, sales and education.
False
True
43
A composite of market statistics used to identify the general characteristics of individuals within that market:
client profile
client type
client factor
client trend
44
Which of the following guidelines represents something you should NOT do for a job interview?
exhibit a positive attitude
maintain eye contact
send a thank-you note within 24 hours
bring friends to the interview
45
A goal strategy that states exactly what you want to accomplish is referred to as being:
Achievable
Realistic
Specific
Measurable
46
The type of salon/spa that uses a set business plan provided by a parent company is referred to as a(n):
chain salon/spa
independent salon/spa
independent contractor
med-spas
47
The tentative client arrives at the salon/spa with which type of budget?
flexible
non-existent
unlimited
fixed
48
A collection of your creative work and documents to show potential clients or employers is known as a(n):
portfolio
resumé
reference
application
49
What document introduces you and offers a brief summary of why you would like to be employed there?
application
resumé
cover letter
profile
50
Upselling is a way to increase an average ticket without raising prices.
False
True
