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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
Paid holidays, bonuses and insurance are all examples of:
job benefits
assets
job responsibilities
liabilities
2
What document introduces you and offers a brief summary of why you would like to be employed there?
profile
resumé
application
cover letter
3
The tentative client arrives at the salon/spa with which type of budget?
fixed
flexible
non-existent
unlimited
4
When handling a client complaint, you can turn a negative experience into a positive one by:
not asking any additional questions to clarify concerns
ignoring any signs that the client might be disappointed
restating back to the client what you heard
avoiding any feedback the client might have
5
What term defines a specific target or benchmark of achievement that can be attained within a specific time frame?
goal
milestone
schedule
budget
6
Which of the following time periods identifies the consideration for a long-term goal?
5 years
6 months
1 year
3 months
7
What is considered to be the number one reason why clients move on to another salon/spa?
move away
indifferent attitude of an employee
product dissatisfaction
competitive reasons (including pricing)
8
Showing up on time and ready to work is the work principle:
efficiency
teamwork
initiative
dependability
9
If a client expresses a lack of satisfaction, all of the following actions are recommended EXCEPT:
express appreciation for the client's honesty
tell client you cannot take time to deal with it at the present time
make plans for future satisfaction, such as a return service
offer to make changes immediately
10
A goal strategy that states exactly what you want to accomplish is referred to as being:
Achievable
Specific
Realistic
Measurable
11
Options to increase revenue without raising prices include all the following EXCEPT:
retail
upselling
value add-on packages
overcharging
12
A goal you know you can complete because someone did it before is considered:
Achievable
Specific
Measurable
Timely
13
If problems arise with co-workers, always take it to your manager immediately.
False
True
14
For estheticians just starting out, the most common and immediate source of referrals is:
word-of-mouth recommendations
client profile
target marketing
promotional literature
15
Types of treatment and competitive pricing that will attract potential clients is known as:
upselling
target marketing
community involvement
public relations
16
Upselling is a way to increase an average ticket without raising prices.
False
True
17
Before an interview begins, you might be asked to fill out a(n):
reference
resumé
portfolio
application
18
Knowing the location of an interview, parking, and approximate travel time needed will help you be:
tardy
behind
punctual
late
19
Which of the following concepts involves convincing new clients to return and hopefully become lifelong clients?
client profile
client retention
client factor
CRM
20
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
21
Which client type requires accurate information regarding ingredients and product application?
conventional client
tentative client
analytical client
authentic client
22
A goal you believe can be accomplished represents which of the following S.M.A.R.T. goals?
Timely
Specific
Measurable
Realistic
23
Which of the statements represents a specific goal?
I will most likely get a job somewhere close to where I might live.
I will get a job.
I will very easily get a job.
I will get a position in a reputable salon/spa after graduation.
24
Susie doesn't always wait to be told what to do. She has a work ethic known as:
teamwork
initiative
dependability
efficiency
25
Four main areas to consider for employment in the esthetics industry are service, management, sales and education.
True
False
26
A realistic goal is one that:
you believe can be accomplished
contains concrete benchmarks
states exactly what you want to accomplish
sets a deadline for achieving a goal
27
If an esthetician leaves a salon/spa, his or her clients will frequently:
stay at the salon/spa and recommend others follow the esthetician
stay at the salon/spa
follow the esthetician
go to a different salon/spa from where the esthetician went
28
Selling additional services to clients beyond what they originally scheduled for a visit is called:
prebooking
client retention
promoting referrals
upselling
29
Which of the following descriptions is considered a key to successful client relationships?
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"
listen carefully; don't jump to conclusions
30
All of the following statements identify the benefits of sharing knowledge EXCEPT:
sharing leads to more satisfied clients
sharing leads to more loyal clients
sharing discourages others from sharing with you
sharing encourages others to share with you
31
A composite of market statistics used to identify the general characteristics of individuals within that market:
client profile
client type
client trend
client factor
32
If you don't waste time or salon/spa resources, you are demonstrating your work ethic has a quality of:
dependability
teamwork
initiative
efficiency
33
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
34
Access to people and resources within the industry that can provide you with possible career opportunities:
networking
marketing
client factor
client referral
35
Which of the following guidelines represents something you should NOT do for a job interview?
bring friends to the interview
exhibit a positive attitude
send a thank-you note within 24 hours
maintain eye contact
36
Industry statistics indicate that satisfied clients will usually refer how many new clients?
8
3
1
12
37
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
38
According to industry experts, how often does the average loyal client visit a salon/spa?
twice per year
every 2 weeks
every 3 months
every 6 weeks
39
During a job interview it is very important to:
tell a lot of stories
stretch the truth if necessary
stay calm and be yourself
tell the interviewer whatever you think he or she wants to hear
40
Benchmarks for a goal are usually expressed with:
vague dreams
letters
time periods
numbers
41
Employment benefits, such as holiday pay, are considered part of an employees regular salary or wages.
False
True
42
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
43
A collection of your creative work and documents to show potential clients or employers is known as a(n):
application
portfolio
reference
resumé
44
Which of the following statements describes a behavioral interview question?
"Where do you see yourself in 5 years?"
"Tell me about yourself."
"Why did you enroll in esthetics school?"
"Describe a time when you didn't get along with a colleague."
45
A brief, written account of personal, educational and professional qualifications and experience is known as a:
cover letter
portfolio
reference
resumé
46
Who can decide if a goal is realistic?
your tutor
you
your family
your friends
47
Which of the following situations would represent a good time to ask a client for referrals?
when the client is happy and satisfied with the service
when the client is complaining about the service
when the client is unsatisfied with the service
when the client is looking confused
48
A client is very pleased with her services and recommended the esthetician to a friend. This is known as:
referral
upsell
client factor
prebook
49
"Is this something I can commit to?" is a question that would be asked when determining if a goal is:
Realistic
Timely
Measurable
Achievable
50
When clients reserve a future appointment before leaving the salon/spa during their current visit:
upselling
prebooking
referral
retention
