Salon Operations, Client Consultation, and Communication
Domain 8 tests the front desk and consultation process, including communication and record keeping. Expect scenario questions on consent, complaints and confidentiality.
Core rules
- Booking: record name, contact, service, duration, technician, price and patch-test requirement.
- Consultation: use open questions, listen actively, check allergies, medication, pregnancy, previous reactions and expectations. Explain the service, risks and aftercare; obtain written consent.
- Record card: date, service, products, patch test, observations, advice, technician initials.
- Communication: greet, maintain appropriate eye contact, use the client's name, avoid jargon, confirm understanding, use an interpreter if needed.
- Confidentiality: store records securely; do not share on social media or in conversation.
- Complaints: listen without arguing, apologise for the experience, investigate, offer a remedy within policy, record.
- Salon operations: stock rotation, inventory, pricing transparency, cleaning schedules, staff roles.
Worked example
A client books a hair colour and says she had 'a little itching' after a previous colour. Reasoning: this is a possible allergic reaction. Do not colour. Explain the risk, perform a patch test 48 hours before any future colour, record the reaction, and offer a non-chemical service. If the scalp is inflamed, refer to a doctor. Document the refusal and advice.
Traps that cost marks
- Diagnosing a skin or scalp disease.
- Colouring without a patch test because the client is in a hurry.
- Discussing a client's personal details at reception.
- Not documenting advice or a refused service.