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What is the purpose of the Ask, Analyze and Assess phase?
To offer professional advice.
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Undivided attention an interest in what is being said can be conveyed via what nonverbal gesture?
Eye contact
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A professional tone of voice can be described by what words?
Confident, Calm, Respectful and non-judgmental
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During what phase does a new client usually fill out a Client Consultation Form?
Phase 2. Ask, Analyze, Assess.
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What types of personal information is a client required to provide on a Client Consultation Form?
Name, address, phone number, referral
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What is the section of the Client Consultation Form that provides the information necessary to determine what products and equipment to use and what services to offer called?
Medical history.
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An allergic reaction is likely to be caused by which of the following substances or ingredients?
Allergens
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What are examples of environmental allergens?
Pollen, mold, animal dander & saliva, food.
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Waxing procedures should be avoided on clients with what conditions?
Using Rentin-A, varicose veins, chemo/radiation treatments
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What is a highly contagious viral infection causing blister-like outbreaks?
Herpes
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Which of the following items protects a skin care center from claims related to damage occurring on a client as a result of services provided?
Client Release Statement
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The esthetician distinguishes the difference between what the client says he or she is experiencing and what is actually happening during which part of the client consultation?
Professional skin evaluation
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A professional skin analysis should be performed how often?
Every visit. Before and after cleansing step.
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What are the purposes of a complimentary consultation?
Build new business, discover skin care needs, setting up for future skin care needs.
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In which phase of the service does the esthetician summarize and make sure the client agrees on the recommended treatments?
Phase 3- Agreement
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What are the goals of the Delivery phase of service?
Ensure client comfort during service; educate the client & explain what is taking place, attain results that satisfy clients needs & expectations.
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Which phase of service involves soliciting feedback, recommending a home care regiment and scheduling the clients next appointment?
Phase 5- Completion
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An explanation of what a product will do and why the product is able to perform specific results is called a:
Product statement.
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What will occur when clients trust that you will care for their skin and believe in your professional knowledge?
Sales in products & services will increase.
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Retail sales are what percent of service dollars?
15-30%
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After establishing a client base, what percentage of new clients should you strive to acquire each week?
15-20%
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What is most likely to occur upon a satisfied customers return to the skin care center?
They'll exonerate regular clients.
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The purpose of a "care call" is to find out what information?
If the client was satisfied w/ their experience; how their skin reacted, how the products are working, any questions, anything to make a more enjoyable visit.
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During a "care call" what statement would most likely engage a conversation with a client?
Any open ended question. How skin was after treatment, questions, look forward to seeing you in 4-6 weeks
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When should you follow up with a call or note?
- Within 72 hours for returning clients
- The next day for new clients.
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