1) Why should you always book an appointment correctly with the correct time allowed? a) To make sure staff get extra breaks b) To make sure the best therapist has the most clients c) The date, name of the client d) Get your client to write everything down 2) When taking a message - what is the main things you need to record? a) Your name, their name and the time b) The date and time of requested appointment c) The date, name of the client d) The name and address of the client 3) Why is it important to maintain client confidentiality? a) To stop gossip b) To stop clients details being mixed up c) To stop therapists taking clients to other salons when they finish employment d) To protect the clients privacy 4) If you are taking to a client in reception and the phone rings should you: a) Ignore the call and deal with the client b) Ignore the client and answer the call c) Excuse yourself and answer the phone d) Answer the phone and leave it in the side to stop the ringing 5) If a client wants to book an appointment with a certain therapist but they are busy at that time - you should: a) Book the appointment for the same time on a different day b) Book it for that time with a different therapist c) Tell the client she can not do that time d) Explain the therapist is busy and offer an alternative day/time 6) When there is an enquiry - who should assist? a) The salon owner b) The manager c) The receptionist d) The book keeper 7) If a client is late for an appointment - what should you do? a) Re-book the client for a different day b) Tell the client she is too late and cross them out of the book c) Ask the client to wait and tell the manager d) Tell the manager at the end of the day 8) t is important to take message correctly so that: a) the information is given to the correct person b) messages can be passed on to the relevant person c) all information can be saved d) You can talk to the staff member first 9) Why is good communication important to maintain salon standards? a) So that the salon is a nice place to work b) To encourage clients to return c) So that everyone know what jobs they need to do d) To make sure staff talk to clients 10) Why is it important to speak clearly? a) So that clients can understand you b) So they hear everything c) Incase they are deaf d) To make sure they are happy 11) If a client is angry or complaining what should you do? a) Ignore them b) Tell the salon manager c) Tell them it’s not your fault d) Tell the client not to get upset 12) Which of these are examples of positive body language? a) bad posture b) Folded arms c) Standing straight d) Hands on hips 13) What is the best way to get clear information from your client? a) Ask as many questions as you can b) Ask open questions c) Ask closed questions d) Get your client to write everything down

Reception Duties Hairdressing and barbering

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