Communication

Question 1

What are the practical steps for effective communication?

Answer 1

• Respond instead of reacting
• Believe in yourself
• Talk less; listen more
• Be attentive
• Take your temperature

Question 2

Believing in Yourself Guide~☆

Answer 2

•Trust your judgement
• Uphold your values
• Stick to what you believe is right
• Have a strong sense of self worth

Question 3

Taking Your Temperature 🌡

Answer 3

• Keeping your personal conflicts seperate from work
• Take care of yourself first; so you can care for your clients

Question 4

Body Language No-Nos 🚫

Answer 4

• Crossing your arms / legs
• Eye rolling

Question 5

When do you start a client intake form?

Answer 5

From the moment a new client calls to make an appointment & or 15 minutes before a service

Question 6

Client Intake Form

Answer 6

AKA client questionnaire, consultation card, or health history form; used to obtain + record client information; updated EVERY SERVICE & confidential

Question 7

What kind of information goes on a client intake form?

Answer 7

• Contact information
• Products used
• Nail preferences
• Medical information & medications (if disclosed by client)

Question 8

Service Record Card

Answer 8

Documentation completed by the beauty professional of the client’s progress record of services recieved, results, formulations, & products used during the service / purchased (update each service)

Question 9

Total Look Concept

Answer 9

Enhancing the nails, skin, & hair to reflect an entire lifestyle

Question 10

Client Consultation

Answer 10

The discussion with a client that determines the client’s needs & how to achieve the desired results; one of the most important parts of the service

Question 11

When should a client consultation be done?

Answer 11

Before starting the actual service; every shop visit

Question 12

Treatment brochures

Answer 12

Treatment brochures, nail rings, & swatches are items often provided by product manufacturers as selling tools

Question 13

How should your workspace look during a consult / service?

Answer 13

Freshly cleaned & uncluttered; make sure that product bottles, implements, & tools are clean + neatly organized

Question 14

Reflective Listening

Answer 14

Listening to the client & then repeating, in your own words, what you think the client is telling you

Question 15

What’s the 1st step in 10-Step Consultation?

Answer 15

Review the intake form & refer to it often during the consultation process

Question 16

Upselling Guide 💸

Answer 16

• Upsell additional services UNLESS the client absolutely refuses during the consult
• Never hesitate to suggest additional services that will complete the look
• Avoid using technical language; use pictures / specific examples

Question 17

Habitually Late Clients

Answer 17

Habitually late clients should be your last appointment; or ask them to arrive earlier than their appointment time

Question 18

Late Policies

Answer 18

• If a client is 10 / 15 minutes late, they should be asked to reschedule

• If they’re you’re late but you have the time; service them to your abilities after disclosing the late policy

Question 19

Scheduling Mix-Ups

Answer 19

Always be polite & detached. Consult your appointment book, call the client(s) involved, & reschedule them. Focus on solutions / resolving the confusion

Question 20

How do you manage unhappy clients?

Answer 20

• Ask for specifics on why the client is unhappy
• If it’s possible to change what the clients dislikes, do so immediately
• If it’s not possible to fix right away; schedule them an adjustment appointment
• If it’s not possible to fix at all; honestly & tactfully explain why. Offer other options (if they’re open to it)

Question 21

What’s the least appropriate response to gossiping?

Answer 21

Participating in the conversation & getting too personal with your client’s lives

Question 22

What’s the first step for meaningful job communication?

Answer 22

Behaving in a professional manner 🧐

Question 23

Workplace & Private Life

Answer 23

The work environment is never the place to discuss your personal life & relationships. Neither your coworkers or clients!

Question 24

When’s it appropriate to go to the manager for conflicts between coworkers?

Answer 24

If you’ve tried everything you can to handle the problem with your own resources