101.4: Communicate With Confidence

Question 1

Communication essentials: clearly understand in interpret client requests

Answer 1

Encourage them to give enough information
Be a good listener
Practice with selective listening

Question 2

Flexing: Adjusting your behavior to ensure messages or understood and adapting your approach

Answer 2

Tune in to How others will be comfortable interacting
Find things in common with others
Show concern and compassion
Use questions to show interest in increase understanding

Question 3

Topics discussed with client should be chosen with care:

Answer 3

avoid controversial topics
Focus the conversation on clients:
Lifestyle
Salon related needs
Home care needs

Question 4

Interacting with clients: professional etiquette helps define your character and confirms a certain level of:

Answer 4

Respect
Integrity
Commitment

Question 5

Respect

Answer 5

Use respect for language
Introduce yourself and others
Be helpful
Listen with interest
Refrain from loud verbal exchanges
Offer praise and complements sincerely
Receive praise and compliments graciously
Write thank you notes
Respond to emails and messages within 24 hours
Limit mobile phone used to personal time
Avoid stereotyping

Question 6

Integrity

Answer 6

Apologize when you make a mistake
Avoid exaggerating or inflating the truth
Choose the right time and place for discussions
Say no in a tactful way
Communicate in an open honest way honest way
Do what you say you will
Support the success of others
Do the right thing
Take responsibility for your actions

Question 7

Commitment

Answer 7

Display a professional appearance
Prepare and arrive on time
Help clients achieve the results they want
Establish professional goals
Stay informed about industry trends
Engage in and enjoy life long learning
Represent the profession through community involvement
Persevere through difficult times

Question 8

Communicate challenges: guidelines

Answer 8

Stay in control of your emotions
Stay open
Stay positive
Stay focused

Question 9

Late clients

Answer 9

Remind client of the schedule service times; ask if there was any difficulty getting to the salon
Explain what services you have time to complete
Discuss issue after the service in private setting

Question 10

Early clients

Answer 10

Welcome client warmly
Tell client how long before service will begin
Provide reading material and beverage

Question 11

No show clients

Answer 11

Make a reminder call ahead of time
Call client to discussed missed appointment
Inform client of cancellation policy, if appropriate
Offer to reschedule appointment appointment

Question 12

Scheduling mixup clients

Answer 12

Obtain all information about appointment you can from a client
As client to give you a moment to investigate the situation
Apologize to client for any inconvenience
Alert management if unable to correct the situation

Question 13

Finding things in common is a flexing strategy to use when speaking with clients

Answer 13

True

Question 14

Controversial topics are acceptable topics between a salon professional and client

Answer 14

False

Question 15

Professional etiquette in the workplace means to practice good

Answer 15

Manners

Question 16

Using language such as please and thank you shows a level of

Answer 16

Respect

Question 17

Communicating in open, honest ways displays

Answer 17

Integrity

Question 18

Doing the right thing regardless of the personal inconvenience is an example of

Answer 18

Integrity

Question 19

Being prepared and showing up on time displays your level

Answer 19

Commitment

Question 20

Providing a client with reading material and a beverage is a way of dealing with a client arrives

Answer 20

Early

Question 21

Making a reminder call ahead of time is the way to deal with a client who is

Answer 21

A no-show