Ch 4 - Communicating For Success Flashcards
What do you earn when you approach a new client with a smile on your face
Trust and loyalty
When should a client fill out an intake form
Before receiving services
What is considered a legal document
Consent form
What does everyone in the salon deserve from you
Respect
What is an appropriate action in the event of unethical behavior on the part of the manager, such as sexual harassment or misappropriating funds
Challenge the managers authority
What is an example of a positive nonverbal cue
Good eye contact
When should you make amends
When you are wrong
What must you master in order to thrive in the field of aesthetics
Art of communication
What is based on trust
Strong professional relationships
How can you ensure continued patronage from your clients
By perfecting professional communication
When should a client be asked to reschedule his or her appointment
When he or she arrived more than 15 minutes late
What is a good description of a client who should be scheduled at the end of the day
Someone who is never sure of the services they want
What should you argue with a client
Never
What is a goal of the “assess” consultation step
Determine your clients objectives
What is body language
Nonverbal communication such as frowning
What is an example of sensitivity
Choosing your words carefully
What is true of listening
It is the best relationship builder
According to the golden rules of human relations what does every action being
Reaction
What is also known as a client questionnaire
Intake form
What is a primary ingredient for success
Ability to express your ideas in a professional manner
What is customer service important
It is central to success
What is a attitude adjustment
Modification when emotions are interfering with work
What is constructive criticism
Guidance offered by supervisors to improve your job performance
What do you exercise when you ensure that client information is kept private
Confidentiality
What do you exercise by not picking a side in a conflict
Neutrality
What is goal of the “maintenance” consultation step
Discuss home care
What type of cue is a smile
Positive nonverbal
What type of cue are hand gestures used to scold
Negative nonverbal
What is a goal of the “preference” consultation step
Discuss products the client uses
What is our emotional state when we feel secure
Happy, calm, confident
What should you remember when someone seems insensitive
At this particular time, the person is feeling insecure
What should you avoid doing when confronted with bad behavior
Overreacting
What are you able to do when you believe in yourself
Trust your judgment and uphold your own values
Why should you be attentive with all clients to learn what they want
All clients are different
What is the act of successfully sharing information between people
Communication
What should happen before beginning any part of the service
Client consultation
Why should client consultations be performed with as much privacy as possible
To avoid breaches of confidentially
When does the “review” step occur in the consultation process
At the beginning
What is reflective listening
Repeating in your own words what you think that client has said
When does the “repeat” step occur in the consultation process
At the end
Why is the “repeat” step the most critical of the consultation process
It ultimately determines the services you will perform
What is proven by the fact that human beings desire to interact with other people with they feel secure
Human beings are social animals
When should n you ask for help according to the golden rules of human relations
When you feel overwhelmed
