_______ OF THE FRONT DESK: To support and _____ the salon business and the service provider's business by ______ opportunities to the guest.
A.
EXPECTATION help selling
B.
MISSION grow offering
C.
JOB grow selling
D.
REQUIREMENT help communicating
2.
If a guest is ____ minutes late, the front desk coordinator needs to call/text the client to see if they are on their way.
A.
5
B.
7
C.
10
D.
15
3.
If a guest is ____ minutes late or more, the front desk coordinator needs to check the schedule to see if we can still service the guest.
A.
5
B.
7
C.
10
D.
15
4.
How are guests that do not request a specific service provider distributed?
A.
Service providers are ranked by pre-booking results. The highest prebook % gets offered first.
B.
Service providers are ranked by retail units per guest (RUG) results. The highest RUG gets offered first.
C.
The service provider with the least amount of guests on the book gets the booking first.
D.
Try to give each service provider an equal amount of guests.
5.
How often is the distribution of non-request clients updated?
A.
Weekly
B.
Monthly
C.
Every 2 months
D.
Every 6 months
6.
What are you expected to do when a caller asks to speak to an employee?
A.
Ask permission to place them on hold and get the employee.
B.
Ask the caller's name and what the call is regarding, then ask permission to place them on hold and get the employee.
C.
Tell the caller, "He/she is with a guest right now. I'll be happy to take a message for him/her."
D.
First, check to see if the employee is available. If so, have the employee take the call, if they are busy take a message.
7.
What Is the 4 Step Checkout?
A.
Experience, Pre-Book, Retail, Money
B.
Experience, Retail, Money Pre-Book
C.
Prebook, Retail, Experience, Money
D.
The order doesn't matter as long as you cover all 4 steps.
8.
What is the correct script for step 1 of the 4 Step Checkout
A.
How was everything today?
B.
How was your service today?
C.
Did you enjoy your visit today?
D.
How was your experience today?
9.
Select the BEST script for prebooking a guest's appointment at checkout.
A.
Did you want to prebook your next appointment?
B.
Would you like to prebook your next appointment?
C.
Kennedy requested that you schedule your next appointment in 5 weeks to maintain your color. How is Saturday January 14th?
D.
Can I assist you with scheduling your next appointment?
10.
When should a guest be placed on the waitlist?
A.
Only when they request to be placed on the waitlist.
B.
If the guest doesn't book an appointment because the stylist was booked.
C.
Everytime a guest is not able to get the exact day and time they requested they should be placed on the waitlist.
D.
When you feel like it.
11.
Select all answers that are TRUE
A.
When accompanied by an original receipt, products may be returned for a full refund, regardless of it was used or not.
B.
When accompanied with an original receipt, unused and unopened products may be returned for a full refund in the same method as the original form of payment.
C.
Used and opened products may not be returned or exchanged.
D.
Unused and unopened products must be returned within 45 days of the original purchase.
12.
When do Loyalty rewards points expire?
A.
One year after the day they were earned.
B.
Two years after the day they were earned.
C.
Five years after the day they were earned.
D.
Loyalty Rewards points do not expire.
13.
Mary is moving to the mainland and wants to give her Loyalty Rewards points to her friend Brenda. Is this possible?
A.
Yes, let a manager know and they will transfer the points.
B.
No, Loyalty Rewards points are not transferrable.
C.
Yes, If Mary shows proof that she is moving.
D.
Yes, only if she has accumulated 20 points or more.
14.
If a guest purchased shampoo using Loyalty Rewards points and wants to return it. Will their Loyalty Rewards points be returned?
A.
Yes, as long as they present the original receipt.
B.
No, Loyalty Rewards points are not able to be returned to your account once redeemed.
C.
Yes, no receipt necessary, we can look it up.
15.
Generally speaking, what do you need to adjust when reserving a color and haircut appointment on the same day?
A.
The application time should be extended 15 minutes.
B.
The processing time should be deleted.
C.
The finishing time of the color should be deleted.
D.
The haircut should be shortened by 15 minutes.
16.
How many Loyalty Rewards points do guests earn for retail purchases?
