SECTION: IV Comprehensive Lesson Plans Part II—Basic Teaching Skills For Beauty and Wellness Instructors
MASTER EDUCATOR—CLASS SIGN-IN SHEET NO. 13 SUBJECT: BASIC TEACHING SKILLS FOR COSMETOLOGY INSTRUCTORS TOPIC: MAKING THE STUDENT SALON AN ADVENTURE LESSON OBJECTIVES: Upon completion of the lesson, the student will be able to: 1. Explain a key benefit of having student salon revenue contribute to the institution’s revenue. 2. Describe the role of every institution team member. 3. Explain why developing success habits while students are in school will contribute to their later success in the salon. 4. Assist learners in developing a solid client base using referrals, rebooking, and ticket upgrading. 5. List examples of how the institution team can work together to ensure the institution presents the best possible image. 6. List basic standards that might be established for the effective operation of a reception desk and dispensary. 7. Explain the most important record-keeping requirements of the student salon in the institution. 8. Implement zone teaching.
IMPLEMENTS, EQUIPMENT, SUPPLIES REQUIRED: Student
Instructor
Items
x
x
Master Educator
x
Lesson Plan
x
Student Notebook
x
Pens, Pencils
TEACHING AIDS (audiovisual equipment, handouts, etc. used by instructor): 1. Board 2. LCD projector and Instructor Support Slides 3. Computer with CD Drive
FACILITY: Theory Classroom TIME ALLOTMENT: 1 to 2 hours (adjust based on school schedule and student activities/participation) PRIOR STUDENT ASSIGNMENT: 1. Read Chapter 13, Master Educator
EDUCATOR REFERENCES: 1. Master Educator 2. Master Educator CourseMate STUDENT SIGNATURES
STUDENT SIGNATURES
(If more space is needed, use reverse side of form.) Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.
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STUDENT SIGNATURES
STUDENT SIGNATURES
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Section IV Lesson Plan 13
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MASTER EDUCATOR—LESSON PLAN 13 SUBJECT: BASIC TEACHING SKILLS FOR COSMETOLOGY INSTRUCTORS TOPIC: MAKING THE STUDENT SALON AN ADVENTURE LESSON OBJECTIVES: Upon completion of the lesson, the student will be able to: 1. Explain a key benefit of having student salon revenue contribute to the institution’s revenue. 2. Describe the role of every institution team member. 3. Explain why developing success habits while students are in school will contribute to their later success in the salon. 4. Assist learners in developing a solid client base using referrals, rebooking, and ticket upgrading. 5. List examples of how the institution team can work together to ensure the institution presents the best possible image. 6. List basic standards that might be established for the effective operation of a reception desk and dispensary. 7. Explain the most important record-keeping requirements of the student salon in the institution. 8. Implement zone teaching.
IMPLEMENTS, EQUIPMENT, SUPPLIES REQUIRED: Student
Instructor
Items
x
x
Master Educator
x
Lesson Plan
x
Student Notebook
x
Pens, Pencils
TEACHING AIDS (audiovisual equipment, handouts, etc. used by instructor): 1. Board 2. LCD projector and Instructor Support Slides 3. Computer with CD Drive
FACILITY: Theory Classroom TIME ALLOTMENT: 1 to 2 hours (adjust based on school schedule and student activities/participation) PRIOR STUDENT ASSIGNMENT: 1. Read Chapter 13, Master Educator
EDUCATOR REFERENCES: 1. Master Educator 2. Master Educator CourseMate INSTRUCTOR NAME
DATE TAUGHT
INSTRUCTOR NAME
DATE TAUGHT
INSTRUCTOR NAME
DATE TAUGHT
INSTRUCTOR NAME
DATE TAUGHT
INSTRUCTOR NAME
DATE TAUGHT
INSTRUCTOR NAME
DATE TAUGHT
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NOTES TO EDUCATOR: 1. Review chapter, CourseMate content and entire lesson plan prior to lesson. 2. Review Learning Reinforcement Ideas/Activities for this lesson and predetermine which activities will be used and at what point during the lesson you will incorporate them based on your time allotment. 3. Check projector to ensure it is working properly, if applicable to this class. 4. Gather all materials and supplies needed for demonstrations prior to starting class. 5. Take attendance or have students sign in for class based on your school’s procedure. 6. During instructor preparation time and while student instructors are entering and getting settled for the class, have the slide containing the motivational thought for the day projected on the screen. If no projection is available, write the inspirational thought on the board. This will help to get both instructors and student instructors into the appropriate mind-set for learning and for the day. 7. Instructors should plan a dynamic, powerful opening for the class that will grab student attention from the beginning. Learners remember what you do first, best!
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LESSON PLAN 13 LEARNING MOTIVATION (WHY?) Would you be willing to get in an airplane with a pilot who had spent many, many hours in the classroom and had passed all the written tests about weather, flying, and aerodynamics and had spent a number of hours in a simulator—but had never actually flown a real aircraft? Probably not! By the same token, the clients of today do not want to enter a professional salon and have a newly licensed professional who has little or no experience with clients perform their service. Clearly, it is your responsibility to ensure that each student in your class has ample opportunity to work on live clients with individual needs. Students must have the opportunity to serve clients with every type of hair, clients who need a wide array of services, and clients with special communication needs. The newly licensed professional must be competent to handle diverse clients with diverse hair types and styling needs. Without extensive practice in an active clinic setting, your graduates will not be equipped to meet the needs and demands of the clientele they will be expected to serve in the salon. Thus, today’s lesson is about making the clinic an adventure during which your students will receive the maximum opportunities available to be prepared for success in the salon.
SUBJECT OUTLINE
IN-DEPTH NOTES
(Information to share during presentation)
I. Practical Skills Training The student salon provides the venue for students to learn and practice skills in communication, business, retailing, problem solving, conflict resolution, and more. A. School to Work Transition Because the practical training received in the student salon is vital to success, it is advantageous for the master educator to ensure that the clinic is an exciting, well-managed, and well-supervised training environment. B. Revenue Offsets Tuition Costs In addition to providing critical training for the students enrolled in your programs, the clinic in each cosmetology school generates revenue that offsets the overall cost of tuition to students and contributes to the bottom-line profit of the institution. II. The Student Salon Philosophy Students must be taught from the very beginning of their training that their success in the student salon will determine their entry-level success in the salon or their first place of employment. A. School Financial Structure 1. Clinic Revenue—25% of operating income 2. Retail Revenue—15% of clinic revenue 3. Schools Should Achieve Net Profit of 10% Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.
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SUBJECT OUTLINE
IN-DEPTH NOTES
(Information to share during presentation)
4. Purpose, Adventure, and Learning Every educator should instill the philosophy of purpose, adventure, and learning in students. 5. Primary Student Goal Develop a solid client base. B. The Essence of Teamwork Teamwork: “Work done by several associates with each doing a part but all subordinating personal prominence to the efficiency of the whole.” Let’s look at that from the perspective of a cosmetology school: “Work done by students, educators, and staff members with each performing an essential part of the work without expecting to receive personal recognition or prominence as a result, but rather expecting the school as a whole to be recognized as one of quality and excellence.” NOTE: The educator should spend ample time discussing this concept with students—until everyone understands! C. Students’ Personal Role 1. Gain knowledge and build skills. 2. Develop a positive, winning attitude. 3. Develop sound client base. 4. Generate student salon revenue. D. Educators’ Personal Role 1. Impart sound education. 2. Develop a positive, winning attitude. 3. Aid students in developing client base. 4. Promote and generate student salon revenue. E. Other Staff Members’ Role 1. Develop sound administrative practices. 2. Develop a positive, winning attitude. 3. Aid students in developing client base. 4. Promote and generate student salon revenue. F. The Profitable Student Salon ACTIVITY: Lead a comprehensive discussion of the 15-point profile and note that by training learners to serve more clients, the more profit the school will make and ultimately the more profit the graduates and the salons in which they are employed will make. G. What Does the Public See? The team should regularly evaluate the institution from the front door to the back door and look for safety, cleanliness, and comfort. NOTE: Discuss the Checklist found in the text. Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.
Section IV Lesson Plan 13
SUBJECT OUTLINE
227
IN-DEPTH NOTES
(Information to share during presentation)
H. The Warm Reception First impressions are lasting. The reception area should be shining and welcoming. Discuss the Reception Desk Operation list found in the text. I. High-Touch, High-Tech Safety Infection control is critical. As an educator, you must stress the importance of sanitation duties and monitor all infection control activities regularly. You must teach your students the importance of this activity. You must also set an example for your students. Very often, your students will mirror the behavior that you model. NOTE: Discuss the Student Salon Checklist. J. Record-Keeping Requirements Educators must ensure that students understand the record-keeping responsibilities and know how to accurately complete all the applicable forms. 1. Hold Harmless Cards A release form that is signed by clients for all chemical services. 2. Client Intake Forms A form to record the client’s personal information and history. 3. Client Analysis and Record Forms A record of all analysis notes, strand tests, and service results, timing, and suggestions for the next service. K. Dispensary Responsibilities No student salon can function well without a fully-stocked and efficiently managed dispensary. Waste must be prevented. 1. Replenishing back bar. 2. Changing soak solution. 3. Performing inventory. 4. Recording and reporting inventory needs. 5. Monitoring student cleanup assignments. 6. Obtaining products from stockroom. 7. Checking-in product orders. 8. Keeping implements in designated locations. L. Laundry Duty Responsibilities 1. Towels are laundered, folded, and stored. 2. Towels for hair color or nail extensions are stored separately. 3. Clean the dryer filter before and after each load. 4. Clean lint around dryer area daily. Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.
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SUBJECT OUTLINE
IN-DEPTH NOTES
(Information to share during presentation)
III. Cultivating Satisfied Clients A. Recognizing First-Time Clients ACTIVITY: Have students brainstorm about different ways to recognize first-time clients. B. Tender, Loving Client Care 1. The Student Image The way students dress and groom themselves is a reflection of their own self-image, and also of the clinic or salon. 2. The Student Attitude Students must have enthusiasm and a positive attitude. 3. Interacting with Clients Clients must be pampered and made to feel important. NOTE: Discuss the questions, noted in the text, that students should ask after each student salon service. IV. Building a Successful Clientele A. Rebooking Clients for Future Services Book clients for a future service before they leave the facility. B. Encouraging Repeat Business Suggesting future services during the service, and so on. C. Client Referrals Teach students how to ask for client referrals. ACTIVITY: Have students role-play asking for client referrals. F. Student Persistence Being persistent in requesting client referrals is critical. G. Upgrading Client Tickets ACTIVITY: Have students discuss and role-play various scenarios for upgrading client tickets. H. Effective Use of Downtime Stylists spend only about 50% of their time actually serving clients. Therefore, there is a great opportunity for building a business during the remaining “downtime.” 1. Email Etiquette Tips a. Be clear, concise, spell correctly b. Read email carefully and answer all questions c. Answer promptly d. Do not attach unnecessary files Or overuse the “high priority” option. e. Do not write in capital letters f. Minimize abbreviations and emotions g. Do not copy a message or attachment without permission h. Do not discuss confidential information i. Read before hitting send button j. Add disclaimers when necessary Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.
Section IV Lesson Plan 13
SUBJECT OUTLINE
229
IN-DEPTH NOTES
(Information to share during presentation)
2. 3. 4. 5. 6. 7. 8. 9. 10. 11.
Client Awareness Notes To notify clients of special promotions. Birthday Notes Acknowledgment of client birthdays. Client Appreciation Notes Sent to regular, loyal clients. Preferred Client Cards Chemical Service Reminder Notes Reminders of upcoming needed chemical services. Client Referral Cards Making Reminder Calls Reminders of upcoming appointments. Acknowledgement Notes General Client Campaign General mailing to all clients in the file system. Contact Inactive Clients Contacting those clients who haven’t been in for three or four months. I. The Professional Portfolio An important tool in building business; can be used to sell services to clients in the clinic and effective in obtaining employment after graduation. Student instructors should develop their own, which can serve as a model for the students they will ultimately teach. V. Making the Student Salon an Adventure A. Service Promotions ACTIVITY: Have students partner and present ideas for in-school promotions. B. Contests ACTIVITY: Have students break into small groups and create ideas for in-school contests and present them to the rest of the class. C. Simple Surprises Under-promise and over-deliver. Offer many small complimentary extras. ACTIVITY: Have students brainstorm about different simple surprises they can offer. VI. Student Salon Teaching Educators must know their responsibilities within the clinic. A. The Elements of Zone Teaching 1. Check for Safety 2. Check for Comfort 3. Teach—Student to Student Develop a routine of teaching that follows a student-to-student pattern. B. Supervising Multiple Students Student instructors must learn to simultaneously observe multiple students and the tasks they are performing. NOTE: Take them to the clinic floor and demonstrate. Emphasize the importance of teaching students to properly apply color and clean it up from the cape, chair, and floor if it spills, as well as other appropriate skills. C. Tools of the Educator Educators must have their own tools to portray professionalism and project greater efficiency in the clinic. Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.
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SUMMARY AND REVIEW Salon owners are seeking new licensees who look sharp, know how to communicate effectively with the client from the moment they enter the salon, know how to retail, know how to build a solid client base, have the ability to perform the requisite practical skills, and know how to contribute to the overall profit margin of the salon. As a master educator, you will ensure that your students have mastered skills in each of these areas. Make a commitment to yourself to make the clinic experience an exciting and rewarding one for your students. Make them feel the spirit of adventure. Help them to know that this is where they build the success habits that will mold their future careers!
Let’s Review 1. What is a key benefit of having student salon revenue contribute to the institution’s revenue? Answer: One key benefit of generating student salon revenue is that it offsets the overall cost of tuition to students and contributes to the bottom-line profit of the institution. 2. Describe the personal role of every institution team member. Answer: Students’ Role: gaining knowledge and building practical skills expertise; developing a positive attitude and wearing a winning smile; developing a sound client base of at least 300 clients during the course of a year; and generating student salon revenue that ultimately contributes to the overall success of the institution. Educators’ Role: imparting sound education and facilitating learning for all students through teaching, grading, coaching, and mentoring; developing a positive, winning attitude and wearing a winning smile; aiding students in developing a sound client base of at least 300 clients per year; and promoting and generating student salon revenue that contributes to the overall success of the institution. Other Staff Members’ Role: developing sound and efficient administrative practices that support the education provided in the institution; developing a positive attitude and wearing a winning smile; Aiding students in developing a sound client base by constantly promoting the institution; and promoting and generating student salon revenue that contributes to the overall success of the institution. 3. Explain referrals, rebooking, and ticket upgrading. Answer: Referrals: building a business by obtaining referrals from clients for their friends, neighbors, relatives, and colleagues to patronize the student salon. Rebooking: Scheduling a future appointment before the client leaves the student salon after that day’s service. Ticket upgrading: Also known as “add-ons,” additional services suggested and added to the scheduled service; includes adding retail product sales. 4. Explain why developing success habits while students are in school will contribute to their later success in the salon. Answer: The habits developed while in school will follow students into the workplace. Successful behaviors and performance take practice and cannot be developed overnight once the graduate is on the job. 5. List examples of how the institution team can work together to ensure the institution presents the best possible image. Answer: The team should regularly evaluate the institution from the front door to the back door and look for safety, cleanliness, and comfort. Team members should periodically exit the front door and Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.
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re-enter as if entering the facility for the first time. Team members should take care of any areas needing attention such as a messy magazine display, pictures or posters handing askew, towels overflowing the dirty towel bin, and so forth. 6. List basic standards that might be established for the effective operation of a reception desk. Answer: • Reception area neat, clean, and orderly • Reception area inviting and attractive • Reception desk neat, clean, and organized • Telephone clean, free of dirt and grime • Magazines current and stacked neatly • Plants watered, pruned, and leaves free from dust • Windows clean and shining • Retail display dusted and well-organized • Trash cans emptied and clean • Water fountain clean and sanitary 7. List basic standards that might be established for the effective operation of a dispensary. Answer: Responsibilities of students assigned to the dispensary might include: • keeping the back-bar shampoo and conditioning rinse replenished • changing the disinfectant soak solution as prescribed by the manufacturer • performing regular inventory of both the dispensary and the stockroom • recording and reporting inventory needs to appropriate personnel • monitoring other student cleanup duty assignments • obtaining needed products from the stockroom for all students • checking-in product orders as they are received by the institution • keeping all implements, such as perm rods, foils, cotton, brooms, and so on, in their designated location 8. Explain the most important record-keeping requirements of the student salon in the institution. Answer: The Hold Harmless form: It is signed by all clients scheduled for chemical services and releases the institution and students from responsibility for accidents or damages. The Client Intake form: A form used to record a client’s personal information and history. The Client Analysis and Consultation form: A form used to keep an accurate record of the service including analysis notes, strand tests, service results, timing, suggestions for the next service and so forth. 9. Describe the three elements of zone teaching. Answer: First element: educator walks through assigned zone and checks for safety. Second element: educators walks through assigned zone and checks for client comfort. Third element: educators provide supervision and instruction in their assigned zone by following a student-to-student pattern of observation.
LEARNING REINFORCEMENT IDEAS/ACTIVITIES 1. Have students complete Chapter 13 of the accompanying CourseMate product. 2. Work with a partner to create a list of behaviors that would reflect teamwork in the clinic. 3. Research the price points of several area salons and calculate potential profits to both the stylist and the salon based on number of clients served daily. Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.
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4. Perform an observation of the entire school’s facility and write a brief report on what you believe the public sees when they enter. Write another report outlining steps that could easily be taken to improve any shortcomings. 5. Role-play how to properly greet clients at the reception desk. 6. Practice assisting new students in the student salon with the completion of hold-harmless and client record cards. 7. Practice demonstrating the behaviors and attitudes required of an educator supervising students in the dispensary. 8. Role-play the various techniques for building/increasing a clientele (referrals, rebooking, ticket upgrading, etc.) 9. Others (the instructor writes in activities or ideas that have been used effectively to supplement this lesson and aid other instructors who may use this lesson plan):
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Chapter 13 Test—Making the Student Salon an Adventure 1. The ultimate success of any cosmetology school may relate to how successfully the is managed and supervised. a) classroom b) advertising c) student salon d) business 2. The transition from school to the salon is made easier for students who experience training. a) reception desk b) real-world c) classroom practical d) classroom theory 3. The master educator should ensure that the student salon is an highly supervised training environment. a) inefficient b) indifferent c) easygoing d) exciting
, well-managed, and
4. The more revenue that can be generated in the student salon or laboratory of an institution, the less revenue is needed from other sources to meet the expenses of school operations; therefore student salon revenue has the potential to the overall of cost of student tuition. a) offset b) increase c) add to d) propagate 5. According to surveys, what percentage of students’ success comes from their people skills? a) 50% b) 60% c) 70% d) 85% 6. A student may practice people skills and communication skills by training: a) on the computer. b) on mannequins. c) in the student salon. d) in theory class. 7. Students should be taught from the very beginning of their course of study that their success as a will determine their entry-level success in the salon or their first place of student in employment. a) the computer lab b) mannequin practice c) the student salon d) theoretical skills 8. Your role as a master educator is to teach your students will serve them well as professionals. a) insipid b) decadent c) disconcerting d) success
habits and behaviors that
9. Research indicates that for optimum profit, schools should attempt to generate which should represent at least 50% of the overall operating income. a) retail sales b) student salon revenue c) book sales d) student sales
,
10. Schools should expect a minimum net profit of a) 5%. b) 10%. c) 15%. d) 20%. 11. Student tuition collections should represent approximately income. a) 10% b) 15% c) 20% d) 25%
of the overall operating
12. What percentage of the student salon revenue should be derived from retail sales? a) 5% b) 10% c) 15% d) 25% Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.
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13. Master educators will make sure that the student salon experience is an students. a) adventure b) endeavor c) acknowledgement d) observation
for the
14. Students should be taught from the very beginning of their training that their assignment is to graduate but their is to develop a solid client base. a) only purpose b) primary purpose c) short-term goal d) long-term goal 15. Science shows that positive self-suggestion and one achieve important life goals. a) imagination b) materialization c) visualization d) consideration
are highly effective in helping any-
16. The ability to work together toward a common vision is known as: a) autonomy. b) association. c) teamwork. d) unity. 17. Students need to understand that their personal role on the school team is to gain knowledge and practical skills expertise; develop a positive, winning attitude; develop a sound client base of at that contributes to the overall success of the least 300 clients; and generate institution. a) student salon revenue b) public relations c) book sales d) effective sanitation 18. One role of the master educator as a member of the school team is to impart facilitate learning for all students through teaching, grading, coaching, and mentoring. a) personal history b) sound education c) friendly relations d) indifferent attitudes
and
19. One goal in building a profitable student salon is for each student to develop a sound, annual client base of at least clients. a) 100 b) 200 c) 300 d) 250 20. It is not uncommon for team members to attempt to put the responsibility on the shoulders of another team member when, if a common vision and goals are shared, common are also shared. a) ideals b) attitudes c) feelings d) responsibilities 21. When the entire school team focuses on the common goal of higher student salon revenue, is maximized, educational quality improves, and everyone benefits. a) profit b) absenteeism c) injury d) indebtedness 22. A dirty or disorderly reception area or student salon can seriously image of the institution and the education it provides. a) enhance b) tarnish c) strengthen d) intensify
a community’s
23. The committed school team will ensure that the facility and equipment are monitored and needed repairs are reported to appropriate school personnel in a timely manner. a) regularly b) sporadically c) monthly d) annually
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24. The school team member, whether a student, an educator, or administrative personnel, should automatically take steps to any minor image concerns that need improvement. a) report b) ignore c) list d) correct 25. The challenge and opportunity of operating the in the operation of the school or professional establishment. a) theory classroom b) admissions office c) reception desk d) inventory control
is one of the most important jobs
26. The reception area is the first thing clients and prospective students see when they arrive at the school, and their perception should be: a) a negative one. b) a positive one. c) an indifferent one. d) one of concern. 27. Items that should be readily available at the reception desk are the appointment book, client tickets, record cards, and: a) chemical release forms. b) back-bar products. c) theory lesson plans. d) student education files. 28. It is a) acceptable c) unacceptable
to assign a client to a student who is attending a scheduled theory class. b) routine d) encouraged
29. In schools of cosmetology, what form is designed to release the school and students from responsibility for accidents or damages? a) client record card b) incident-report form c) hold-harmless form d) change-of-address form 30. Master educators will ensure that all students understand the criticality of obtaining the client’s signature on a release statement: a) during the service. b) after the service. c) when paying bill. d) prior to service. 31. A completed client record card should contain hair analysis notes, strand tests, timing, , and suggestions for the next service. a) blouse/shirt color b) child’s birthday c) service results d) client signature 32. Accurate client records are also important to , who may be providing different services to the client either on the same day or at another time. a) other clinic/salon personnel b) reception desk attendants c) the admissions director d) the school administrator 33. The dispensary of a school should contain back-bar products needed daily and may not be included in student kits. a) tools and implements b) client record cards c) hold-harmless cards d) long-haired mannequins
that
34. Responsibilities of the dispensary attendant include keeping the back-bar shampoo and conditioning rinse replenished and changing the as directed. a) sanitation duty roster b) inventory control procedures c) disinfectant soak solution d) school’s maintenance schedule 35. A key to developing loyal customers is the a) complacency b) greeting c) indifference d) suggestions
they receive from their student stylist.
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36. When student stylists come to the reception area to greet their next client, the students should be a) rushed. b) smiling. c) serious. d) indifferent. 37. Institutions are encouraged to develop methods that acknowledge them feel special, appreciated, important, and welcome. a) return b) repeat c) referred d) first-time
clients and make
38. Upon completion of the service for any client, students should be taught to escort the client back to the reception area, offer to rebook the next appointment, and suggest: a) a nice tip. b) applicable retail products. c) an add-on service. d) they arrive on time. 39.
services refer to clients who return every four to six weeks for a haircut, for example, but do not necessarily schedule the appointment before leaving the facility on the day of the service. a) Rebook b) Repeat c) Advance d) Preliminary
40. One method for building a solid clientele, whether in school or in the salon, is to obtain from clients. a) tips b) cards c) referrals d) repeats 41. Students should be taught to be a) persistent c) reticent
in the client-referral activity. b) consistent d) indignant
42. Students should hand out three business cards to clients and ask for referrals of their friends, neighbors, associates, and relatives every visit. a) second to third b) third to fourth c) fourth to fifth d) fifth to sixth 43. Master educators might suggest that students develop a a) written plan b) verbal plan c) recorded message d) sincere attempt
for client development.
44. Ticket upgrading, also known as “add-ons,” is another method for increasing: a) book sales. b) student salon revenue. c) tuition revenue. d) kit sales. 45. Professional mandate(s) that the student stylist does not suggest services or products that are not needed by the client. a) regulations b) oversight c) ethics d) authorities 46. Getting students involved in developing promotions for special occasions relates to their training. a) people skills b) technical skills c) business skills d) theory class 47. For a student salon to be considered dynamic, there should be no stylists. a) downtime b) scheduled appointments c) busy season d) personal requests
for student
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48. A card that is mailed out to the institution’s or salon’s regular client list to let clients know about special promotions or events is a: a) client-appreciation card. b) client-referral card. c) chemical reminder card. d) client-awareness card. 49. A card sent to regular, loyal clients that simply explains how much their loyal patronage is appreciated is a: a) client-appreciation card. b) client-referral card. c) chemical reminder card. d) client-awareness card. 50. A general mailing to every client in the school or salon’s record file system is considered to be: a) contacting inactive clients. b) a general client campaign. c) sending reminder notes. d) client-referral cards. 51. Research shows that stylists only spend approximately ing clients. a) 50% b) 60% c) 70% d) 80%
of their time actually serv-
52. The first thing a client will notice about a student is the student’s: a) size. b) image. c) personality. d) religion. is a key ingredient of success. 53. Master educators know that a willingness to a) gossip frequently b) play occasionally c) work hard d) procrastinate regularly 54. Students must understand that their clients are human beings who need being made to feel special. a) discountenance b) pampering c) suppression d) chastening
and enjoy
55. When students develop an enthusiasm for getting the job done, that enthusiasm will become a) annoying. b) contagious. c) bothersome. d) inconvenient. 56. Students should be taught to a) extend themselves c) discuss religion
when they are interacting with clients. b) discuss themselves d) discuss politics
57. Master educators will encourage students to begin their assigned to the student salon. a) job hunting b) professional resume c) professional portfolio d) salon search
when they are first
58. When a student salon educator or supervisor is assigned responsibility for a specific number of stations and students, it is called: a) area teaching. b) zone teaching. c) one-on-one teaching. d) proactive teaching. 59. The first step in zone teaching requires the educator to walk through the area or zone and check for: a) comfort. b) attitudes. c) safety. d) products. 60. The second step in zone teaching requires the educator to walk through and check the area for: a) comfort. b) attitudes. c) safety. d) products.
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Master Educator Instructor Resource
61. The third element in zone teaching requires the educator to: a) take a break. b) teach the students. c) supervise the clients. d) style client hair. 62. Master educators will teach students to check their own haircuts by using those used when performing the actual cut. a) the same partings b) larger partings c) opposite partings d) smaller partings 63. In order to prevent a dissatisfied client, the educator must make the clinic, teaching in a pattern of student-to-student. a) frequent b) infrequent c) sporadic d) occasional
as/than
rounds through
64. The responsibility for keeping unsightly haircolor stains from student salon floors is the responsibility of the: a) owners b) students c) clients d) educators 65. Master educators will plan for demonstrations in the student salon by having their own: a) kit of implements. b) drape and towels. c) platform and microphone. d) written demonstration schedule. 66. To openly criticize a student’s work in front of a client causes humiliation and embarrassment, and student than such behavior. nothing contributes more to a a) happy b) satisfied c) complacent d) dropped-out 67. Master educators must assume a large role in ensuring that the student salon is maintained in a manner at all times. a) busy and cluttered b) clean and safe c) normal and disorderly d) professional and unsanitary 68. Educators who assume that such menial tasks as washing and folding towels is beneath them will never achieve the status of: a) time-clock operator. b) evening receptionist. c) master educator. d) front-door monitor. 69. When master educators have developed a dynamic student salon that is exciting and rewarding for the students, they will have generated a spirit of that will be conveyed to every client who enters the clinic. a) enthusiasm b) indifference c) apathy d) lethargy 70. Master educators will ensure that all graduates are highly competitive in sional abilities. a) limited b) entry-level c) advanced d) extracurricular
profes-
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Section IV Lesson Plan 13
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Answer Key—Chapter 13 Test 1. C 2. B 3. D 4. A 5. D 6. C 7. C 8. D 9. B 10. B 11. D 12. C 13. A 14. B 15. C 16. C 17. A 18. B 19. C 20. D 21. A 22. B 23. A 24. D
25. C 26. B 27. A 28. C 29. C 30. D 31. C 32. A 33. A 34. C 35. B 36. B 37. D 38. B 39. B 40. C 41. A 42. C 43. C 44. B 45. C 46. C 47. A 48. D
49. A 50. B 51. A 52. B 53. C 54. B 55. B 56. A 57. C 58. B 59. C 60. A 61. B 62. C 63. A 64. D 65. A 66. D 67. B 68. C 69. A 70. B
Copyright © 2014 Milady, a part of Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in-part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password protected website for classroom use.