First Impressions Last – (GEM)
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Thank you for taking the First Impressions Last Final Exam.
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- Question 1 of 8
1. Question
With one simple question, you can qualify the guest and then proceed with the proper response. What is that question?
CorrectThat’s right! By asking if a guest has tanned in your salon, you can learn the Guest Type.
IncorrectNot quite. You want to find out if the guest has tanned in your salon before.
- Question 2 of 8
2. Question
What is an acceptable method for putting a telephone guest on hold?
CorrectThat’s right. You never want to put a guest on hold unless they’ve given you permission.
IncorrectThat’s not quite right. Never put a guest on hold unless they’ve given you permission.
- Question 3 of 8
3. Question
Which of the following phrases could drive a guest away? (Select all that apply.)
CorrectThat’s right. All of these can drive a guest away.
IncorrectActually, all of these can drive a guest away.
- Question 4 of 8
4. Question
Which of the following statements accurately describes a Guest Type 3?
CorrectGood job! A Guest Type 3 has never tanned indoors before.
IncorrectNot quite. A Guest Type 3 has never tanned indoors before.
- Question 5 of 8
5. Question
Which is better?
CorrectYes! Remember, you never get a second chance to make a first impression!
IncorrectThis isn’t right. Remember, you never get a second chance to make a first impression!
- Question 6 of 8
6. Question
What is your main goal when talking to a prospective guest on the phone?
CorrectThat’s right! Your main goal when talking to a prospective guest on the phone is to get them into the salon.
IncorrectNot quite. Your main goal when talking to a prospective guest on the phone is to get them into the salon.
- Question 7 of 8
7. Question
Drag and drop the appropriate “Telephone Do” at the top to link it to its corresponding “Telephone Don’t” at the bottom.
Sort elements
- May I ask who's calling?
- The manager is not in the salon at the moment, may I take a message?
- She's not available right now, may I take a message?
- He's not available right now, may I take a message?
- He's out of the salon for the next week, may I take a message?
- Who's calling?
- The manager hasn't come in yet.
- She's on her break.
- He left early today.
- He's on vacation for the next week.
CorrectThat’s right! You’ve correctly identified the proper Telephone Dos and Don’ts.
IncorrectNot quite. You have not correctly matched the Telephone Dos and Don’ts.
- Question 8 of 8
8. Question
True or False: When a telephone call with a guest comes to an end, hang up last.
CorrectThat’s right. Often times, something will pop into the guest’s mind just before they hang up. Make sure you hear their “click” before they hear your “click.”
IncorrectNot quite. Often times, something will pop into the guest’s mind just before they hang up. Make sure you hear their “click” before they hear your “click.”
