| Question | Answer |
| What is an internal client | Someone from within the organisation
|
What is an external client | Someone from outside the organisation
| What would you need to consider if your client was in a wheelchair | Shampooing at front basin, position of client in wheelchair.
| What is the purpose of a Customer Service Policy | Set of rules staff must follow to provide good service, it supports the salon provide a good service, ensures customers will be happy and return to salon.
| How does a Customer Service Policy help clients | Informs them how to complain, follow a grievance,set of guidelines staff must follow
| Give 3 pieces of information a salon can legally keep about its clients | Name, address, tel no, services,treatments,results of tests,products bought,complaints
| What legislation covers client confidentiality | Data Protection Act
| What benefits are there for a salon to have a good reputation | Increase in clients,profit,top class staff,recommendations.
| 4 ways a salon can build a good reputation | listening to clients, Providing high quality service, friendly staff, good atmosphere, clem, hygienic, reliable, meeting timings, good customer service.
| 3 ways a reputation can be damaged | breaking client confidentiality, not listening to clients, un-reliable, dirty, un-hygienic, not providing value for money
| What skills do you need to provide good customer service | Professionalism, good communication, excellent attitude, knowledge of products, problem solving skills, calm under pressure.
| Give a good example of good client relationship based on your experience | Listening to client, acting on feedback, greeting client by name, keep client informed.
| Give an example of a word used when open questioning | Who, When, Where, Why, How
| What answer are you likely to get to a closed question | yes or no
| When is it an advantage to use closed questions | when collecting facts, when client is confused,when time is limited
| Give an example of a closed question you would ask your client |
| Two methods of identifying client expectations | consultation,verbal comments,questionnaires,
| One reason why it is important to respond promptly to a client needing assistance | keep client happy, polite, professional, increase in profits, salon reputation
| One reason why the client should be kept informed and reassured | keep client happy, polite, professional, increase in profits, salon reputation
| One advantage of explaining why client needs cannot be met | keep client happy, polite, professional, increase in profits, salon reputation |
