Customer Service
Which of these strategies is recommended after a first-time guest leaves your salon?
A. Send them a card or message on social media.
B. Make notes about any likes or dislikes that pertain to the service.
C. Make notes about personal detail that you want to remember.
D. All of the above.
D. All of the above.
People who set these tend to be more successful than those who don't.
A. Goals.
B. High prices.
C. Desired hours.
D. Key drivers.
A. Goals
Which point of contact gives you a chance to impress your guest?
A. Warm welcome.
B. Consultation.
C. Fond Farewell.
D. Every point of contact.
D. Every point of contact.
Which of these is the most important time you'll spend with your guest?
A. Warm welcome.
B. Consultation.
C. Primo shampoo.
D. Fond Farewell.
B. Consultation
What is the biggest reason guests don't purchase retail products at the salon?
A. Price.
B. Fear.
C. The stylist doesn't mention retail products.
D. The same products are available at discount stores.
C. The stylist doesn't mention retail products.
Which of these is NOT a strategy for a fond farewell?
A. Smile.
B. Use the guest's name.
C. High pressure sales.
D. Handshake or hug.
C. High pressure sales.
People want to do business with people who:
A. Over-charge.
B. Make them feel good about themselves.
C. Ask a lot of questions.
D. Play upbeat music.
B. Make them feel good about themselves.
What is the most important thing to post on your social media?
A. Interesting quotes.
B. Contests.
C. Emojis and funny videos.
D. Videos or photos that show examples of your work.
D. Videos or photos that show examples of your work.
How long does it take to make a first impression?
A. Seconds.
B. A minute.
C. 1-5 minutes.
D. The length of your guest's service.
A. Seconds.
What is the best attitude to take when a guest is sharing a complaint?
A. Believe that the guest is telling the truth.
B. Be ready to defend yourself.
C. Be skeptical.
D. Stand your ground.
A. Believe that the guest is telling the truth.
"If you have any questions or challenges, please call me within ______ hours. I promise to take care of you." This is an example of:
A. Campaign promise.
B. Guarantee.
C. Referral script.
D. Fond Farewell.
B. Guarantee.
What is a beauty professional's number one goal?
A. Selling more products.
B. Bringing the guest back.
C. Making more money.
D. Providing great service.
B. Bringing the guest back.
Swapping gift cards with a local business is called.
A. Gift card swap.
B. Service trade.
C. Referral.
D. Guarantee.
B. Service trade.
Which of these is NOT an example of an open-ended question?
A. When did you like your hair best and what did it look like?
B. Is it okay if I get started?
C. How is it going for you when you style your hair at home?
D. What's the most challenging thing about your hair right now?
B. Is it okay if I get started?
What is the best sequence to follow when you make a mistake?
A. Believe, Thank, Listen, Apologize, Solve.
B. Listen, Apologize, Thank, Solve, Believe.
C. Believe, Listen, Apologize, Solve, Thank.
D. Thank, Believe, Listen, Apologize, Solve.
C. Believe, Listen, Apologize, Solve, Thank.
Average service ticket and average retail ticket are key drivers that measure our success in:
A. Attracting guests.
B. Maximizing the guest experience.
C. Retaining guests.
D. None of the above
B. Maximizing the guest experience.
Which of these help us "cover the news" when educating guests about products and tools?
A. What is the product of tool?
B. When should the product or tool be used?
C. Where should the product or tool be used?
D. All of the above.
D. All of the above.
Who are the best people to give VIP cards to?
A. Current guests.
B. Former guests.
C. Influentials.
D. Neighbors
C. Influentials.
The best time to suggest an authentic add-on service is:
A. When you greet the guest.
B. During the consultation.
C. During the scheduled service.
D. After the scheduled service.
B. During the consultation.
How should you respond to a negative review?
A. Ignore it.
B. Respond in a friendly manner and try to solve the problem.
C. Try to lie about the issue.
D. None of the above.
B. Respond in a friendly manner and try to solve the problem.
This is the secret to Legendary Customer Service.
A. A primo shampoo.
B. Being polite.
C. Using the guest's name.
D. Servant leadership.
D. Servant leadership.
Increasing the amount of money a guest spends on service is called:
A. Average service ticket.
B. Ticket boosting.
C. Guest retention.
D. Guest satisfaction.
B. Ticket boosting
What is the best form of advertising?
A. Social media.
B. Word of mouth.
C. Business cards.
D. Radio
B. Work of mouth.
What causes the most common problem during the consultation?
A. When the guest feels insulted by the stylist's questions.
B. When the consultation is rushed or skipped.
C. When the stylist and guest are picturing different end results and this is no clarified of confirmed.
D. When the stylist isn't a good listener.
C. When the stylist and guest are picturing different end results and this is not clarified or confirmed.
What is the most common guest complaint?
A. My hair is too short.
B. I don't like my color.
C. I cant get the same results at home.
D. My head is itching.
C. I cant get the same results at home.