104.1
Establishes rapport and builds credibility with each client
Connect
Analyzes client wants and needs, visualizes the end result, organizes the plan for follow-through and obtains client consent
Consult
produces functional predictable and pleasing results
create
reviews the service experience and client satisfaction, offers product recommendations and provides follow-up
Complete
Name four service essentials in order
Connect, consult, create, complete
A client should be greeted in the first
10 seconds
Name 2 commonly asked questions on client intake forms
demographics, health information, skin history, lifestyle, consent/waiver
Customizing a facial or body service then performing the protocol is an example of what strategy
Treat
The technique that defines turning first-time clients into return clients is
Prebooking
How often should a skin analysis be performed
Every time the client comes in
The most personal of the five senses
Touch
look, touch, ask
Explaining products, tools, and devices used before starting the treatment is an example of what strategy
tell
Newsletters, birthday cards and thank-you cards are examples of
Follow-up
2 types of reactions are desirable reactions and _________ reaction
unwanted
posture and hand gestures used to make you look approachable are examples of
body language
Ask an open ended question used in the consult state
What brought you in today? What do you want to work on?
Name 2 ways to ensure client comfort
room temperate, warm towels, use bolsters, treatment table heating pad, check in with pressure, offer lunch for extended services, stimulate 5 sense
Reactions that happen during or after a treatment
contra-actions
Name 4 examples of positive body language
Folded arms, slouching, on the phone, lacking eye contact, not smiling
Name 3 negative forms of body language
Folded arms, slouching, on the phone, lacking eye contact, not smiling
analyze, visualize end results, organize follow through plan, obtain client consent
A strategy practiced during the create service: Show, ______, & ______
Show, tell , and teach
Name the complete strategy that involves the following
* don't assume
*briefly summarize service
*explain possible contra-actions
*prompt client
*ask questions, look for verbal and non verbal cues
*make every effort to correct any problems
* remind client how great their skin looks
reinforce client satisfaction
Method used to analyze the clients skin for facial services
Look, touch, and ask