<p>Chapter 31 Theory Review Answer Key</p><p>Name:</p><p>Instructions: Answer each question using information from your readings and lessons as a guide.</p><p>1. What does the term financial management mean to you? Why do you think it is </p><p> important to understand this as a salon professional?</p><p>(Answers will vary, but may include the idea that financial management means </p><p> managing your money. It includes things such as saving money, paying bills, and </p><p> knowing when you can or cannot afford to purchase certain things. Salon </p><p> professionals need to understand the basic concepts of financial management for </p><p> many reasons. For example, it is important to know how they will be compensated</p><p> as an employer and how they can increase compensation opportunities as they </p><p> gain experience.) </p><p>2. Putting the salon and the clients’ needs first means:</p><p> a) (Being on time for scheduled shifts)</p><p> b) (Being prepared to perform whatever services are required)</p><p>3. List the five key points to remember in serving others.</p><p> a) (Put others first)</p><p> b) (Be true to your word)</p><p> c) (Be punctual)</p><p> d) (Be a problem solver)</p><p> e) (Be a lifelong learner)</p><p>4. List the habits of successful team players.</p><p> a) (Strive to help)</p><p> b) (Pitch in)</p><p> c) (Share your knowledge)</p><p> d) (Remain positive)</p><p> e) (Become a relationship builder)</p><p> f) (Be willing to resolve conflicts)</p><p> g) (Be willing to be a subordinate)</p><p>©2011 Milady, a part of Cengage Learning Page 1 of 4 Chapter 31 Theory Review Answer Key</p><p> h) (Be sincerely loyal)</p><p>5. When you take a job, what will you be expected to do?</p><p> a) (Behave appropriately)</p><p> b) (Perform services asked of you)</p><p> c) (Conduct your business professionally)</p><p>6. What should a job description cover?</p><p> a) (Duties and responsibilities)</p><p> b) (Expected attitudes)</p><p> c) (Available opportunities)</p><p>7. When seeking out a role model, observe a stylist who is really good and determine:</p><p> a) (How she or he treats clients)</p><p> b) (How she or he treats the salon staff and manager)</p><p> c) (How she or he books appointments)</p><p> d) (How she or he handles continuing education)</p><p> e) (What process she or he uses when formulating color or deciding on a </p><p> product)</p><p> f) (What her or his attitude is toward work)</p><p> g) (How she or he handle crises or conflicts)</p><p>8. What should you do if your mentor sees things differently than you do? (Be </p><p> prepared to listen and not argue your points. Reflect on what your mentor said.) </p><p>9. What are three ways you may be able to use technology to help your salon and </p><p> show that you are technologically savvy?</p><p> a) (Create e-mail access for the salon)</p><p> b) (Build or manage the salon Web site)</p><p> c) (Start or manage the salon’s social networking page)</p><p>10. How can you generate greater income for yourself?</p><p> a) (Ask for a raise or a higher percentage of commission)</p><p> b) (Spend less money)</p><p>©2011 Milady, a part of Cengage Learning Page 2 of 4 Chapter 31 Theory Review Answer Key</p><p> c) (Increase service prices)</p><p> d) (Work more hours)</p><p>11. What qualities will help you succeed in sales?</p><p> a) (Ambition)</p><p> b) (Determination)</p><p> c) (A good personality)</p><p>12. List the principles of selling.</p><p> a) (Be familiar with the features and benefits of the various services and </p><p> products)</p><p> b) (Adapt your approach and technique to meet the needs and personality of </p><p> each client)</p><p> c) (Be confident when recommending products for sale)</p><p> d) (Generate interest and desire in the customer by asking questions that </p><p> determine a need)</p><p> e) (Never misrepresent your services or products)</p><p> f) (Do not underestimate your clients’ intelligence or their knowledge of their </p><p> own beauty regimen or particular needs)</p><p> g) (Deliver your sales talk in a relaxed, friendly manner and, if possible, </p><p> demonstrate a product’s use)</p><p> h) (Recognize the right psychological moment to close any sale)</p><p>13. What are some reasons clients are motivated to buy salon products?</p><p> a) (Issues of vanity—they want to look better)</p><p> b) (Personal satisfaction—they want to feel better about themselves)</p><p> c) (Solving a problem—they want to spend less time untangling their hair)</p><p>14. How can you start a client conversation that leads to product sales?</p><p> a) (Ask all clients what products they are using for home maintenance of their</p><p> hair, skin, and/or nails)</p><p> b) (Discuss the products you are using as you use them)</p><p> c) (Place products in a client’s hands whenever possible, or have them in </p><p>©2011 Milady, a part of Cengage Learning Page 3 of 4 Chapter 31 Theory Review Answer Key</p><p> view)</p><p> d) (Advise clients how the recommended service will benefit them [their hair </p><p> will be easier to style or be shinier, for instance])</p><p> e) (Keep retail areas clean, well-lit, and appealing)</p><p> f) (Inform clients about any promotions and sales that are going on in the </p><p> salon)</p><p> g) (Be informed about the merits of using a professional product as </p><p> opposed to generic store brands)</p><p> h) (Offer a quick styling lesson if you have time)</p><p>15. List suggested marketing techniques that will keep your clients coming back to </p><p> you.</p><p> a) (Send birthday cards with reminders and promotions)</p><p> b) (Business card referrals)</p><p> c) (Local business referrals)</p><p> d) (Public speaking)</p><p>16. What can you do to build your client base?</p><p> a) (Provide consistently good service)</p><p> b) (Be reliable)</p><p> c) (Be respectful)</p><p> d) (Be positive)</p><p> e) (Be professional)</p><p>17. List five key points you should keep in mind when selling products or services to </p><p> clients.</p><p> a) (Establish rapport with clients)</p><p> b) (Determine clients’ needs)</p><p> c) (Recommend products/services based on these needs)</p><p> d) (Emphasize benefits)</p><p> e) (Close the sale)</p><p>©2011 Milady, a part of Cengage Learning Page 4 of 4</p>