Reception duties

what are the different type of enquiries ?

• in person, over the phone or electronically

• in the pub

• personal phone or social media

• a booking system

what are the type of communication and behaviour you should you adhere to?

2 correct answers

• clear communication & listening skills, good body language

• reading, recording, & following instructions, following salon requirements

• poor, quiet and shy communication skills

• take control of the reception, don't let anyone else help

how would you handle a enquiry promptly and politely?

• leave the answer phone to take the message and return all messages in the next few days.

• discuss other clients information when moving clients on the system, explain you can help today, we are busy so may call you tomorrow

• listen to the client, understand & take note, explain how you can help in a timely manner, have a slow & kind tone, ask if there is anything else I can help you with

• take a note and ask someone to call client back

I do you make an appointment on salon IQ system?

what could the consequences be if you do not record an appointment for a client

• client could sue you

• client can tern up to salon expecting an appointment and become cross and potentially lose a client, which is losing money

• client can wait and see if we can get them in

• client can bad mouth the business and potentially lose other clients and money

what is the main legislation to thing about when you are in reception? and state why it important to not breach the legislation?

what type of payment methods would the salon take ?

Answer explanation

cash, cheques, credit/debit cards, vouchers & apple pay.

how would you deal with a client who is in the salon but the card machine showed "declined"?

Answer explanation

we would ask if they had cash, or point them to a cash point, making sure you keep something from them so they return. could anyone send her money, or ring anyone to help.

trust client to send the money over later?

what type of precaution should you be aware of regarding fraud?

• if they look suspicious

• invalid vouchers, fake money and different name on card

• someone coming in and buying a lot of products and use credit card

• to young to have a card or lots of cash

what security is in place when handling payments

• discreetly take money and card payments

• follow the procedure, the till, computer logged all transaction and cashing up can identify payment disputes, card machine readings

• count money

• add money and cards up