Ch. 4 Communications Flashcards
The key to operating effectively and many professions is to
Understand
The best way to understand others is to begin with a firm understanding of
Your self
What are good relationships built on
Good communication
Feeling happy calm and confident is when you feel
Secure
Feeling worried anxious and overwhelmed our feelings of
Insecurity
True or False: The deciding factor in whether relationship is going to be rewarding or demoralizing is how much the other party is willing to give
True
The act of successfully sharing information between two people so it’s fully understood
Effective communication
Other than communicating words how else to people communicate
Voice inflections, body language, facial expressions, and visual tools (ex. swatch book)
How should you ask the first time you meet a client
Polite friendly and inviting
What is the purpose of the client consultation
Determines the clients needs and how to achieve desired look
A new client should arrive approximately_______________ahead of her or his appointment to complete the consultation card
15 minutes
True or False: The client consultation is the single most important part of any service
True
How often should a client consultation be performed
Every visit or every other visit
What tools should you prepare for a client consultation
Style, swatch books, and portfolio
One key to a successful client consultation is to make sure the client is___________during the process
Comfortable
Before making a recommendation to a client about a particular style or look, you should obtain the clients_________to do so
Lifestyle
Which of the following is an example of a client styling parameter
Hair type
Ability
Face shape
All of them
At the end of the clients assessment you should not begin service until the client_____with your plan before proceeding
Agrees
What should you do when a scheduling mixup occurs
Be polite and never argue the point of which one of you is correct
True or false: once you master your hair styling skills, you never have an unhappy client
False
How do you deal with unhappy clients
Find out why the client is unhappy and tactfully explain the reasons why you cannot make changes and call a more experienced stylist or salon managers for help
True or false to become a successful stylist, you should only work with client to share your own age, style, and social background
False
What is the best way to decide how to address your new clients
Always use their first name
True or false you do not need to follow the basic rules of professionalism when working with younger clients because most of them do not understand proper etiquette
False
You are performing in consultation on a stylist, younger client when she uses slang terms to describe how she would like to look. You have no idea what the words mean what should you do next
Explain that you were unfamiliar with that term in ask her to explain what it means
True or false it is unwise to become a client’s counselor career guide them to sounding board or motivational coach
False
True or false you disagree with a few of the rules and salon where you work; is it OK for you to confide that to your clients
False
True or false it is acceptable for you to ask to see the criteria on which you will be evaluated
True
At the end of every meeting you should
Thank manager for the time
True or false: once you get to know your clients really well, you will always be able to understand what they want
False
