week 3 104.3-104.6 Client Centered Design Exam Prep

All of the following are the strategies used during the Complete service essential, EXCEPT:

a. visualize the end result

b. end with a warm goodbye

c. complete client record

d. follow up after the salon visit

A

Examples of topics to avoid when talking with the client include all of the following, EXCEPT:

a. money

b. religion

c. politics

d. lifestyle

D

At what point would you gain consent to move forward during the Consult service essential?

a. after all questions have been clarified

b. after analyzing the client's wants and needs

c. right after viewing a photo the client brought

d. before analyzing the client's physical attributes

A

Greeting the guest is an element of which of the following service essentials?

a. Connect

b. Consult

c. Create

d. Complete

A

The five senses that will ensure your client's salon visit is exceptionally memorable are sight, sound, smell, touch and:

a. walk

b. humor

c. taste

d. balance

C

Ensuring the client's comfort during the service describes which service essential?

a. Connect

b. Consult

c. Create

d. Complete

C

All of the following strategies are part of the Consult service essential, EXCEPT:

a. organizing a plan

b. obtaining consent

c. performing the service

d. visualizing the end result

C

The technique that defines turning first-time clients into return clients is:

a. prebooking

b. follow-up care

c. making product recommendations

d. summarizing the salon services performed

A

The Connect service essential involves putting clients at ease and building:

a. rapport

b. finances

c. disloyalty

d. disagreement

A

Analyzing the guest's wants and needs occurs during which service essential?

a. Connect

b. Consult

c. Create

d. Complete

B

A client should be greeted within the first:

a. 10 seconds

b. 90 seconds

c. 5 minutes

d. 10 minutes

A

How much time should be spent talking about yourself during the client's salon visit?

a. not at all

b. not too much

c. only when asked

d. every chance possible

B

Select the term that could be used by a client to help uncover what they want in a hair service.

a. flat

b. drab

c. shine

d. lifeless

C

If the guest feels hesitant about your suggestion made during the Consult service essential, you should:

a. proceed with the service anyway

b. offer to prebook the guests next appointment

c. convince the guest to change their mind

d. ask additional questions to clarify what the guest really wants

D

All of the following are things to keep in mind during the Create service essential, EXCEPT:

a. make the education process fun

b. prebook your next appointment

c. introduce each technique

d. document products and services discussed with the clie

B

All of the following are true about the consultation record, EXCEPT

a. keep safely secured

b. refer to before consultation

c. leave in view where anybody can read it

d. update at end of consultation or service:

C

A strategy practiced during the Create service essential is called Show, Tell and:

a. Go

b. Sell

c. Teach

d. Complete

C. Teach

Which of the following is an open-ended question?

a. Is your skin dry?

b. Do you like your current hair color?

c. What final results do you want to see in your hair?

d. You haven't had a facial for a while, right?

c. What final results do you want to see in your hair?

Identifying the cost of the service is discussed during which of the following service essentials?

a. Connect

b. Consult

c. Create

d. Complete

b. Consult

The following strategies all help the client feel they've had an exceptional experience, EXCEPT:

a. providing knowledge

b. not suggesting add-on services

c. offering additional food and drinks

d. using various relaxation techniques

b. not suggesting add-on services

Newsletters, birthday cards and thank-you cards are all ways to provide:

a. follow-up

b. upselling

c. prebooking

d. recommending

a. follow-up

All of the following statements describe positive environmental elements, EXCEPT:

a. omit connecting time with the next client

b. keep interpersonal conflicts off the salon floor

c. make sure music and reading material in waiting area are appropriate

d. minimize distractions and make sure you always have your client's full attention

a. omit connecting time with the next client

Identify the environment used for the consultation.

a. private area

b. darkest area

c. dispensary area

d. noisiest spot in the salon

a. private area

Which of the following words describes how clients should see your routine each time they visit?

a. varied

b. erratic

c. irregular

d. consistent

d. consistent

Why is it important to use a client's name?

a. creates a barrier

b. helps every client feel important

c. develops a recognizable distance

d. lets everyone around them know who they are

b. helps every client feel important

The four Service Essentials are Connect, Consult, Create and:

a. Confirm

b. Comfort

c. Complete

d. Communicate

c. Complete

When consulting, ask questions with empathy to ensure that the client:

a. becomes defensive

b. doesn't make referrals

c. senses judgment from you

d. doesn't feel hurt or offended

d. doesn't feel hurt or offended

After-care advice includes explaining the benefits of using a product at home with all the following information, EXCEPT:

a. which product to use

b. how to use the product

c. why you used the product

d. why other products don't work

d. why other products don't work

When introducing yourself to a client, use poised, calm movements to project confidence and:

a. inability

b. hesitation

c. competence

d. incompetence

c. competence

Of the following strategies, which one is used during the Complete service essential?

a. analyze client wants and needs

b. introduce yourself to the guest

c. make product recommendations

d. organize a plan for follow-through

c. make product recommendations

Select the term that could be used to help uncover problems or challenges that clients currently have.

a. dull

b. soft

c. shine

d. smooth

a. dull

Which of the following strategies is NOT a suggested Connect strategy?

a. use the guest's name

b. prebook an appointment

c. introduce yourself to the guest

d. give the client helpful direction

B

Select the description that could identify a feature when recommending a product?

a. reduces frizz

b. added volume

c. natural bristles

d. protects and relaxes

C

Actions that can help reinforce client satisfaction during the Complete service essential include all of the following, EXCEPT:

a. prompting clients to tell you how they feel

b. summarizing the salon services performed

c. asking questions to determine what the client wants

d. reminding clients how great their total appearance looks

C

Following up after the salon visit is done during which of the following service essentials?

a. Connect

b. Consult

c. Create

d. Complete

D

Which of the following statements could be used when making a recommendation to describe a benefit of a product?

a. This product will increase shine.

b. This product contains almond oil.

c. This brush is made of natural bristles.

d. This product is developed with vitamin E.

A