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28 Cards in this Set
- Front
- Back
All of the following are the strategies used during Complete Service Essential EXCEPT:
reinforce guest satisfaction end with a warm goodbye provide follow-up after the salon visit visualize the end results |
Visualize the end results.
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Emphasizing positive opinions of others is an effective flex strategy to use with which of the following personality preferences?
Sensing Feeling Structured Thinking |
Feeling.
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Which of the following strategies is NOT a suggested Connect strategy?
use the guest's name prebook an appointment introduce yourself to the guest give the guest helpful direction |
Prebook an appointment.
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Which of the following is an open-ended question?
Is your skin dry? Do you like your current hair color? What final results do you want to see in your hair? You haven't had a facial for a while, right? |
What final results do you want to see in your hair?
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The salon exterior, decor, music and sounds, air and ventilation are all elements of:
synergy ambiance touch points a personalized approach |
Ambiance.
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Of the following strategies, which one is normally used during the Complete Service Essential?
reinforce guest satisfaction introduce yourself to the guest visualize end results explain the service |
Reinforce guest satisfaction.
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Analyzing the guest's wants and needs occurs during which Service Essential?
Create Consult Connect Complete |
Consult.
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If the guest feels hesitant about your suggestion made during the Consult Service Essential, you should:
proceed with the service anyway offer the guest to prebook next appointment ask additional questions to clarify what the guest really wants convince the guest to change his or her mind |
Ask additional questions to clarify what the guest really wants.
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Show, tell and teach strategy is normally practiced during which of the following Service Essentials?
Connect Consult Create Complete |
Create.
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Which of the following is NOT a necessary element for ensuring the staff synergy?
lack of procedures with-it-ness clear, shared vision open and clear communication |
Lack of procedures.
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Greeting the guest is an element of which of the following Service Essentials?
Create Consult Connect Complete |
Connect.
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Which of the following actions creates a harmonious and predictable environment?
synergy ambiance touch points personalized approach |
Synergy.
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Identifying the cost of the service, upkeep and home care is discussed during which of the following Service Essentials?
Create Consult Connect Complete |
Consult.
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When staff members take individual initiative to stay on top of things and to pay attention to detail, they are practicing which of the following skills?
cooperation with-it-ness problem-solving conflict management |
With-it-ness.
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All of the following are the ways to demonstrate your personalized approach EXCEPT:
securing your guest's valuables asking about important events in your guest's life responding to your guest's verbal and nonverbal expressions chatting with other stylists while performing the service |
Chatting with other stylists while performing the service.
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A personalized approach is also referred to as:
staff synergy salon experience chairside manner shared accountability |
Chairside manner.
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Which of the following statements could be used when making a recommendation to describe a benefit of a product?
This product will increase shine. This product contains almond oil. This brush is made of natural bristles. This product is developed with vitamin E. |
This product will increase shine.
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Follow-up after the salon visit is done during which of the following Service Essentials?
Create Consult Connect Complete |
Complete.
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Allowing periods of silence can be an effective flex strategy when working with an introverted client.
True False |
True.
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Show, tell and teach strategy is normally practiced during the Complete Service Essential.
True False |
False.
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A salon professional's behavior has no effect on the salon's ambiance.
True False |
False.
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The cost of upkeep and home care to maintain the results of the service should be explained to the guest after the service has been completed.
True False |
False.
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"Want" and "have" questions should be used as a Consult strategy designed to analyze the guest's wants and needs.
True False |
True.
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A feature of a product is what is in it.
True False |
True.
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It is recommended to explain the logic behind the service when working with a guest that has a feeling personality preference.
True False |
False.
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Doing little things, such as brushing loose hair off of a guest's clothing, contributes to creating an exceptional service experience for the guest.
True. False. |
True.
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Most clients would sacrifice a higher quality hair design for a more harmonious, predictable salon environment.
True. False. |
True.
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Being ready to offer assistance before it is needed is a sign of exceptional service.
True. False. |
True.
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