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milady esthetics > ch 4 - communicating for success > Flashcards

ch 4 - communicating for success Flashcards

1
Q

what do you earn when you approach a new client with a smile on your face

a. a new personal friendship
b. trust and loyalty
c. a bonus from your manager
d. career advancement

A

trust and loyalty

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2
Q

when should a client fill out an intake form

a. before arriving at the salon
b. before receiving services
c. during treatment
d. after treatment

A

before receiving services

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3
Q

what is considered a legal document

a. intake form
b. color chart
c. consent form
d. service record

A

consent form

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4
Q

why should you offer a compliment if you see that a co-worker had done something well

a. that’s the only way to get a compliment in return
b. so your manager will see you praising a co-worker
c. managers are too busy to keep up employee morale
d. everyone benefits from a well-deserved compliment

A

everyone benefits from a well-deserved compliment

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5
Q

what does everyone in the salon deserve from you

a. respect
b. assistance with their jobs
c. personal favors
d. affection

A

respect

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6
Q

what is an appropriate action in the event of unethical behavior on the part of the manager, such as sexual harassment or misappropriating funds

a. perform a citizen’s arrest
b. challenge the manager’s authority
c. physically eject the manager from the salon
d. create a petition demanding the manager’s termination

A

challenge the manager’s authority

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7
Q

what is an example of a positive nonverbal cue

a. checking out your nails while someone is talking
b. yawning during conversation
c. good eye contact
d. looking at your shoes while someone is talking

A

good eye contact

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8
Q

when should you make amends

a. when you can tell the manager dislikes something you did
b. when you are wrong
c. when you can tell a co-worker dislikes something you did
d. you never need to make amends

A

when you are wrong

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9
Q

what must you master in order to thrive in the field of aesthetics

a. psychology
b. psychiatry
c. the art of manipulation
d. the art of communication

A

the art of communication

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10
Q

what is based on trust

a. your scope of practice
b. strong professional relationships
c. certification and licensure
d. your personal satisfaction

A

strong professional relationships

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11
Q

how can you ensure continued patronage from your clients

a. by saying you’re the only person who can make them look good
b. by perfecting professional communication
c. by perfecting professional manipulation
d. by giving clients free samples every time they visit the salon

A

by perfecting professional communication

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12
Q

when should a client be asked to reschedule his or her appointment

a. when he or she arrives more than 15 minutes late
b. when you’re not in the mood to interact with that particular client
c. when you can tell the client is in a rotten mood
d. when he or she arrives more then five minutes late

A

when he or she arrives more than 15 minutes late

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13
Q

what is a good description of a client who should be scheduled at the end of the day

a. someone who is habitually late
b. someone who is never sure of the services they want
c. someone who is often rude to the salon staff
d. someone who is habitually talkative

A

someone who is habitually late

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14
Q

when should you argue with a client

a. when a schedule mix-up occurs
b. when a client disagrees with you
c. when you are certain that the client is wrong
d. never

A

never

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15
Q

what is a goal of the “assess” consultation step

a. determine your client’s objectives
b. discuss topics like home care
c. discuss products the client uses
d. Fitzpatrick typing

A

determine your client’s objectives

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16
Q

what is body language

a. the set of scientific terms used for describing the body
b. any terminology the client uses to describe his or her body
c. verbal communication such as describing which area will be treated
d. nonverbal communication such as crossing your arms and frowning

A

nonverbal communication such as crossing your arms and frowning

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17
Q

what is an example of sensitivity

a. telling a brand-new client she look terrible but you can help
b. choosing your words carefully
c. reminding a co-worker that her hairstyle is out of fashion
d. swearing in the workplace

A

choosing your words carefully

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18
Q

what is true of listening

a. it accomplishes less than talking
b. listening too closely makes most people uncomfortable
c. too much listening means not enough talking
d. it is the best relationship builder

A

it is the best relationship builder

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19
Q

according to the golden rules of human relations, what does every action bring

a. reaction
b. inaction
c. verbal response
d. physical response

A

reaction

20
Q

what is also known as a client questionnaire

a. beauty review
b. intake form
c. verbal response
d. physical response

A

intake form

21
Q

what is a primary ingredient for success in any career

a. ability to express your ideas in a forceful manner
b. ability to manipulate other people into doing what you want
c. ability to manipulate people into believing what you believe
d. ability to express your ideas in a professional manner

A

ability to express your ideas in a professional manner

22
Q

why is customer service important in esthetics

a. it is central to success
b. treating customers well is the only way to make them tip generously
c. treating customers well is the only way to get promoted
d. it is not important in esthetics

A

it is central to success

23
Q

what can you do when you begin with a firm understanding of yourself

a. manipulate others
b. persuade others
c. impress others
d. understand others

A

understand others

24
Q

what is an attitude adjustment

a. modification when emotions are interfering with work
b. scolding you give to a client who is being annoying
c. disciplinary action a manager makes to a misbehaving employee
d. relaxation you feel when you leave work at the end of the day

A

modification when emotions are interfering with work

25
Q

what is constructive criticism

a. observations you offer about why a client does not look good
b. comments you make about how other estheticians do their jobs
c. feedback you provide when your manager is not performing well
d. guidance offered by supervisors to improve your job performance

A

guidance offered by supervisors to improve your job performance

26
Q

what do you exercise when you ensure that client information is kept safe

a. sensitivity
b. confidentiality
c. duplicity
d. courtesy

A

confidentiality

27
Q

what do you exercise by not “picking a side” in a conflict

a. confidentiality
b. hypocrisy
c. neutrality
d. sensitivity

A

neutrality

28
Q

what is a goal of the “maintenance” consultation step

a. discuss home care
b. Fitzpatrick typing
c. O’Malley typing
d. discuss products the client uses

A

discuss home care

29
Q

what type of cue is a smile

a. negative verbal
b. positive verbal
c. negative nonverbal
d. positive nonverbal

A

positive nonverbal

30
Q

what type of cue are hand gestures that are used to scold or embarrass

a. negative verbal
b. positive verbal
c. negative nonverbal
d. positive nonverbal

A

negative nonverbal

31
Q

what is a goal of the “preference” consultation step

a. discuss products the client uses
b. discuss home care
c. recommend new products
d. determine skin type

A

discuss products the client uses

32
Q

what is our emotional state when we feel secure

a. sad, nervous, and unsure
b. happy, calm, and confident
c. arrogant, cocky, and obnoxious
d. bored, calm, and tired

A

happy, calm, and confident

33
Q

what should you remember when someone seems insensitive

a. people are genetically predetermined to be sensitive or insensitive
b. you probably caused their insensitivity with your actions
c. you probably caused their insensitivity with their words
d. at this particular time the person is feeling insecure

A

at this particular time the person is feeling insecure

34
Q

what should you avoid doing when confronted with bad behavior

a. responding calmly
b. counting to 10 before speaking
c. consider the other person’s mood
d. overreacting

A

overreacting

35
Q

what are you able to do when you believe in yourself

a. win every argument because you have confidence
b. trust your judgement and uphold your own values
c. convince clients to buy anything since you’re so persuasive
d. change your own values whenever it is convient to do so

A

trust your judgement and uphold your own values

36
Q

why should you be attentive with all clients to learn what they want

a. in order to sell them products
b. all clients are different
c. in order to earn generous tips
d. all clients want the same things

A

all clients are different

37
Q

what is the act of successfully sharing information between people

a. networking
b. espionage
c. gossiping
d. communication

A

communication

38
Q

what should happen before beginning any part of the service

a. Fitzpatrick typing
b. product recommendation
c. client consultation
d. aromatherapy

A

client consultation

39
Q

why should client consultations be performed with as much privacy as possible

a. because they are embarrassing
b. to avoid breaches of confidentiality
c. so other estheticians cannot steal your clients
d. so the manager won’t hear if you make mistakes

A

to avoid breaches of confidentiality

40
Q

when does the “review” step occur in the consultation process

a. at the beginning
b. somewhere in the middle
c. whenever it is convenient
d. at the end

A

at the beginning

41
Q

when does the “repeat” step occur in the consultation process

a. at the end
b. whenever convenient
c. somewhere in the middle
d. at the beginning

A

at the end

42
Q

what is reflective listening

a. repeating sales pitches taught to you by manufacturer’s representatives
b. watching the client’s face in the mirror while she is speaking
c. closing your eyes while someone speaks so you listen more closely
d. repeating, in your own words, what you think the client has said

A

repeating, in your own words, what you think the client has said

43
Q

why is the “repeat” step the most critical of the consultation process

a. clients don’t pay attention until the end of the consultation
b. it ultimate determines the service(s) you will perform
c. everything you say in this step is considered a legal obligation
d. your manager will be present for this step or the consultation

A

it ultimate determines the service(s) you will perform

44
Q

what is proven by the fact that human beings desire to interact with other people when they feel secure

a. everyone is basically lonely
b. insecure people don’t have friends
c. people choose when to feel secure or insecure
d. human beings are social animals

A

human beings are social animals

45
Q

when should you ask for help, according to the golden rules of human relations

a. when you feel lazy
b. when you feel overwhelmed
c. when you feel lonely
d. when you dislike your client

A

when you feel overwhelmed

milady esthetics (46 decks)

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