CHAPTER 23 TEST REVIEW

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SkinCareSpecialist
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272918
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CHAPTER 23 TEST REVIEW
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2014-05-02 22:19:38
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CHAPTER 23 TEST REVIEW
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CHAPTER 23 TEST REVIEW
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  1. ____% of consumers use electronic mail
    97
  2. ____% of marketers use electronic mail
    94
  3. blogs, podcasts, viral marketing, facebook, twitter, linkedin are all example of marketing in _____ _____.
  4. a complex marketing communications strategy aimed at planning and developing key relationships to achieve consistently positive results is called _____.
    public relations
  5. this documents the client's health and facilitates open dialogue.
    questionnaire
  6. _____ keeping is a method of taking personal notes to remember important data such as client information, date of Tx, services performed, products used, Tx results and products purchased.
    record
  7. your client should leave with two important reasons to come back: feeling ____ and ____ in the technician's expertise.
    happy and confidence
  8. ____ clients keep the business going
    repeat
  9. this is the best form of advertising
    word of mouth
  10. in the ____ consultation you will review client concerns, recommend home care program, educate client about options, listen to their concerns, and keep it simple.
    closing
  11. calling client's anytime between 24 hours and one week of service is considered the ____ __.
    follow up
  12. numbers allow you to take an _____ look at your performance.
    objective
  13. esthetician's should become ____ about each product and service in order to sell and upsell.
    educated
  14. follow the 10 step ____ to collect client information.
    consultation
  15. informing clients about which products are best for them without stressing that they purchase one is considered a ____ ____.
    soft sell
  16. a ____ ____ focuses emphatically on why they should buy the products.
    hard sell
  17. in ____ selling we should know the benefits and features of products and services, demonstrate the porducts, be confident, and know when to close the sale.
    consultative
  18. in the psychology of selling we should understand the client's ____ which could be: resolving a skin condition, feel better about how they look, and/or satisfy vanity issues.  we should also keep the client's ____ ____ in mind.
    motivation ... best interest
  19. estheticians are responsible for knowing the ____, features, and benefits of each product.
    chemistry
  20. it is important to know the manufacturer's ____ in order to determine if the company supports the same values the esthetician has.
    philosophy
  21. suggesting the client try something new or suggesting an additional service is called ____.
    upselling
  22. examples of retail ____ would be larger retail outlets, online shopping carts, home shopping networks, and/or specialty boutiques.
    competition
  23. avenues of ____ would be advertising, PR, publicity, direct marketing, personal selling and special sales.
  24. any activity that promotes the salon or spa favorably is called ____.
    advertising

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