Professionalism
behaving in a manner appropriate for your business setting
Body language
communication cues provided by the movement and position of the body
Brand
'mental imprint' characterized by a symbol or logo that is earned and belongs to a product, service, organization, individual and/or event
Up selling
also known as Ticket Upgrading, is the action of selling your Guest additional services and or products based on needs and solutions also known as 'add-on' services or products
Guest service cycle
Guest service blueprint used to ensure a satisfactory Guest experience at each stage of the Guest visit
Cancellation list
list containing the information of Guests who could not be booked an appointment on the time and/or day that they originally requested
Self esteem
overall evaluation of self-worth
Ethics
the principles that guide your professional behavior
Personal hygiene
following a daily routine to maintain your body's cleanliness
Stress
physical and psychological responses to demanding situations
Portfolio
a collection of your best work in digital or paper form
Active listening
process of using verbal and non-verbal signs that show the speaker you are interested in what they are saying
Guest refferal
the process of gaining a new Guest who was referred to you by an existing Guest, usually through a word-of-mouth recommendation
Guest retention
when Guests continuously return for scheduled services, remaining loyal to the salon and you
Open ended question
question that requires more than a few words to answer and is used in an effort to draw out information
Goal
a 'target' that is planned, monitored and reached within a scheduled time frame
R�sum�
a communication tool that catalogs and summarizes your education, employment history and professional accomplishments
Impression management
the attempt to ensure only positive impressions of you are perceived by your Guests
Marketing
the use of written, verbal, and visual communication designed to attract potential Guests to your business
Networking
utilizing social settings as an opportunity to meet new Guests
Nonverbal communication
unspoken messages sent through eye contact, facial expressions and body language
Paraphrasing
using your own words to summarize what you heard the speaker say
Close ended question
question that can be answered in a few words and does not require elaboration
Rebooking
the process of scheduling your current Guest's next appointment prior to them leaving your salon
Consultation
the process of obtaining the information you need from your Guest in order to suggest services, products and solutions to their hair and body needs
Retail supplies
professional products that are sold to Guests through your recommendations based on their hair and body needs
Job description
document stating all the responsibilities and tasks for a particular
job position
Verbal communication
using words or language to communicate
Commission
percentage of dollars brought into the salon from Guest services and products sold by a particular stylist
Written agreement
any formal document that is a signed agreement between two parties and predetermines how certain situations will be handled should they arise
Target market
those individuals who are most likely to purchase your services and/or products through direct marketing efforts
Value added service
giving your Guests a higher level of Guest service than that offered by your competitors, thereby creating the perception of value to your Guests