Client Care, Communication and Retail Skills
What this domain tests
Client care questions test communication, empathy, boundaries, complaint handling, aftercare and ethical retail. The exam rewards client-centred answers that respect consent and scope.
Core rules and concepts
- Use open questions, active listening, clarification and summarising; avoid jargon.
- Non-verbal communication includes eye contact, posture, privacy, calm tone and respectful touch.
- Explain the treatment, expected sensations, aftercare and when to seek help.
- Complaints: listen, acknowledge, investigate, resolve or escalate, record and learn. Do not argue or blame.
- Retail: recommend only what meets a documented need; explain benefits, evidence and cost; never pressure or fear-sell.
- Aftercare should be written and checked for understanding; follow up when appropriate.
- Boundaries: avoid diagnosing, promising cures or discussing other clients.
Worked example
A client using prescribed retinol asks for a home routine. Reasoning: recommend a gentle cleanser, barrier moisturiser and daily SPF; introduce one new product at a time; avoid stacking acids or scrubs; explain that retinol increases photosensitivity. This is retail based on assessed need, not a hard sell.
Traps that cost marks
- Promising a cure or permanent result.
- Using fear to sell products.
- Ignoring a complaint or becoming defensive.
- Discussing another client’s treatment.
- Giving aftercare only verbally.