A term that refers to your staff or employees is:

• team
• minions

• crew
• personnel

How you manage your employees is called:

• organization
• human resources

• demographics

• quality control

All the methods used to attract and retain satisfied clients are called:

• customer loyalty techniques
• targeting

• networking

• marketing

A salon owner who helps and guides new employees on the job is known as:

• manager
• supervisor
• mentor
• colleague

Any activities that promote the salon favorably and are used to increase business are:

• sales activities
• communication

• advertising

• customer service activities

What is the best form of advertising?

What should give an accurate reflection of what is taking place in a salon at any given time?

• your receptionist's stress level

• inventory records

• Appointment book

• record cards

Recommending and selling products for at home use is called:

• ticket upgrading

• upselling

• hard selling

• retailing

Recommending and selling additional services to clients is called:

• retailing

• downselling
• cross-selling
• ticket upgrading or upselling

When handling complaints over the phone, all of the following should be done EXCEPT:

• assure the client that you are glad they brought it to your attention

• ask how the salon can remedy the situation

• make sure the client knows your feelings about the issue

• apologize for what happened