Ch 4 Flashcards
Effective human relations and _____ skills build lasting client relationships, accelerate professional
growth, and promote a positive work environment. a. marketing
b. organizational
c. communication
d. technical
c. communication
In cosmetology, _____ is the cornerstone of success.
a. customer service
b. education and training
c. management skills
d. networking
a. customer service
An important practical step that promotes effective communication is to _____.
a. explain procedures in as much detail as possible
b. have a written trail of records
c. use nonverbal signals
d. talk less and listen more
d. talk less and listen more
The act of successfully sharing information between two people, or groups of people, is known as \_\_\_\_\_. a. reflective listening b. mirroring c. mutual respect d. effective communication
d. effective communication
Every new client should complete a client \_\_\_\_\_, also called a client questionnaire, consultation card, or health history form. a. financial statement b. intake form c. personal history d. liability assessment
b. intake form
The _____ is the client’s permanent progress record of services received and contains the results,
formulations, products used during services, as well as any sensitivities or allergies. a. service record card
b. client intake form
c. client medical history
d. client progress report
a. service record card
A client who prefers simple and sophisticated clothing, monochromatic colors, and no bright patterns
may best be described as having a(n) _____ style.
a. modern
b. old-fashioned
c. classic
d. clean
C. Classic
What verbal communication with a client assists in determining the client’s needs and how to achieve the desired results? a. Client consultation b. Intake interview c. Scheduling call d. Personal assessment
a. Client consultation
When should a client consultation be performed? a. Before the first salon visit and service
b. During each salon visit and service
c. After each salon visit and service
d. Whenever the client asks for it
b. During each salon visit and service
What is a collection of photos and images of a stylist’s work that she or he can use during the
consultation to assist a client in making decisions about style and color?
a. Fashion magazine
b. Trade show brochure
c. Professional portfolio
d. Swatch book
c. Professional portfolio
What is the first step in the 10-Step Consultation method?
a. Analyze the client’s hair.
b. Review the intake form.
c. Show and tell.
d. Discuss maintenance.
b. Review the intake form.
During which step of the consultation should you ask the client what at-home products she or he uses?
a. Determine the client’s preferences.
b. Show and tell.
c. Analyze the client’s hair.
d. Review the client’s lifestyle.
c. Analyze the client’s hair.
Listening to the client and then repeating, in your own words, what you think the client is telling you is known as \_\_\_\_\_. a. productive communication b. question and answer c. attentive feedback d. reflective listening
d. reflective listening
When making recommendations to a client regarding hair style or color, which of the following
criteria should be used?
a. Lifestyle, face shape, and hair type
b. Face shape, occupation, and complexion
c. Hair type, body type, and lifestyle
d. Lifestyle, occupation, and daily schedule
a. Lifestyle, face shape, and hair type
When making color recommendations to a client, it is important to ensure that you both are speaking
the same language. Using _____ is one way to eliminate confusion and eliminate the possibility of a color mistake.
a. swatch books
b. photos
c. product labels
d. models
b. photos
In which step of the consultation would you counsel clients on salon maintenance, lifestyle limitations, and home maintenance commitments? a. Discuss upkeep and maintenance. b. Suggest options. c. Review the consultation. d. Make color recommendations.
a. Discuss upkeep and maintenance.
When handling a scheduling mix-up with a client, it is recommended that you _____.
a. avoid discussing the issue
b. have a third-party weigh in
c. never argue and always be polite
d. cancel the appointment
c. never argue and always be polite
What is one of the first steps you should take when a client is dissatisfied with a service?
a. Downplay the issue.
b. Defend your point of view.
c. Ask for specifics.
d. Cancel future appointments.
c. Ask for specifics.
Your older clients may not like gum chewing, slang, or the use of yeah instead of yes. Awareness of
these _____ will help you remain professional with all clientele.
a. generational differences
b. cultural biases
c. social protocols
d. outdated practices
a. generational differences
Maintaining an appropriate client relationship means that you do not attempt to fulfill the role of \_\_\_\_\_ with any client. a. stylist b. manager c. counselor d. professional
c. counselor
Honesty is always the best policy, but practicing _____ will ensure that you think before you speak.
a. meditation
b. sensitivity
c. transparency
d. loyalty
b. sensitivity
If a dispute arises among your salon team members, it is important for you as a fellow team member to
remain respectful, objective, and _____.
a. neutral
b. informative
c. supportive of management
d. vocal towards management
a. neutral
Which relationship has a vested interest in the success of the stylist?
a. Salon manager
b. Client
c. Product distributor
d. Teacher
a. Salon manager
A _____ is the person who is responsible for hiring and training staff, and will also be instrumental in
helping you achieve your professional goals.
a. appointment scheduler
b. team leader
c. salon manager
d. marketing mentor
c. salon manager
When communicating with your salon manager, you should be open and honest, have correct information, and never \_\_\_\_\_. a. complain about colleagues b. attempt to problem-solve c. take criticism without a defense d. be willing to compromise
a. complain about colleagues
The most opportune time to discuss increasing your client bookings, raising your pay scale, or the
possibility of future advancement with your manager is _____.
a. while you are with a frequent client
b. via e-mail
c. after work
d. during your evaluation meeting
d. during your evaluation meeting
