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Chapter 3 - Exam Review
Communicating for Success
17
Education
06/22/2010

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Cards

Term
Besides having excellent technical skills, what must you master to succeed in the skin care business?
Definition
The art of communication
Term
An intake form is also called a(n)
Definition
client questionnaire or consultation form
Term
Your client should always sign a(n) __________ prior to more agressive skin care treatments.
Definition
Consent form
Term
When should client consultation be done?
Definition
Prior to every service.
Term
You should cover _______________ during a consultation.
Definition
All key points
Term

_______________ is not a skin type.

 

Normal skin

Oily skin

Hyperpigmentation

Combination skin

Definition
Hyperpigmentation
Term

The salon manager is generally responsible for:

Daily maintenance

daily operations

quality of client services

all answers

Definition
All answers
Term

When dealing with difficult people you sshould always:

respect boundries

think before you speak or act

be assertive but respectful

all answers

Definition
All answers
Term
There is a huge difference between being right and ?
Definition
Being righteous
Term
Any time you have an aggressive client who is not responding to your best efforts to communicate effectively, you should
Definition
seek the aid and advice of your manager
Term
Customer service is central to
Definition
Success
Term
You need to understand ____________ before you can understand others.
Definition
Yourself
Term
Communication is :
Definition
successfully sharing information between two or more people
Term

What should you do if you have an unhappy client on your hands?

offer to redo the service as soon as you possibly can

if the service can't be redone, explain to the client exactly why this is the case

ask for the assistance of your manager

all answers

Definition
All answers
Term
We like to interact with others when we feel _________.
Definition
Secure
Term
The opposite of having a pleasant tone of voice is :
Definition
rapid, jumbled speech
Term
Definition