Ch. 4 Communications

Question 1

The key to operating effectively and many professions is to

Answer 1

Understand

Question 2

The best way to understand others is to begin with a firm understanding of

Answer 2

Your self

Question 3

What are good relationships built on

Answer 3

Good communication

Question 4

Feeling happy calm and confident is when you feel

Answer 4

Secure

Question 5

Feeling worried anxious and overwhelmed our feelings of

Answer 5

Insecurity

Question 6

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

Answer 6

True

Question 7

The act of successfully sharing information between two people so it’s fully understood

Answer 7

Effective communication

Question 8

Other than communicating words how else to people communicate

Answer 8

Voice inflections, body language, facial expressions, and visual tools (ex. swatch book)

Question 9

How should you ask the first time you meet a client

Answer 9

Polite friendly and inviting

Question 10

What is the purpose of the client consultation

Answer 10

Determines the clients needs and how to achieve desired look

Question 11

A new client should arrive approximately_______________ahead of her or his appointment to complete the consultation card

Answer 11

15 minutes

Question 12

True or False: The client consultation is the single most important part of any service

Answer 12

True

Question 13

How often should a client consultation be performed

Answer 13

Every visit or every other visit

Question 14

What tools should you prepare for a client consultation

Answer 14

Style, swatch books, and portfolio

Question 15

One key to a successful client consultation is to make sure the client is___________during the process

Answer 15

Comfortable

Question 16

Before making a recommendation to a client about a particular style or look, you should obtain the clients_________to do so

Answer 16

Lifestyle

Question 17

Which of the following is an example of a client styling parameter
Hair type
Ability
Face shape

Answer 17

All of them

Question 18

At the end of the clients assessment you should not begin service until the client_____with your plan before proceeding

Answer 18

Agrees

Question 19

What should you do when a scheduling mixup occurs

Answer 19

Be polite and never argue the point of which one of you is correct

Question 20

True or false: once you master your hair styling skills, you never have an unhappy client

Answer 20

False

Question 21

How do you deal with unhappy clients

Answer 21

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

Question 22

True or false to become a successful stylist, you should only work with client to share your own age, style, and social background

Answer 22

False

Question 23

What is the best way to decide how to address your new clients

Answer 23

Always use their first name

Question 24

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

Answer 24

False

Question 25

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

Answer 25

Explain that you were unfamiliar with that term in ask her to explain what it means

Question 26

True or false it is unwise to become a client's counselor career guide them to sounding board or motivational coach

Answer 26

False

Question 27

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

Answer 27

False

Question 28

True or false it is acceptable for you to ask to see the criteria on which you will be evaluated

Answer 28

True

Question 29

At the end of every meeting you should

Answer 29

Thank manager for the time

Question 30

True or false: once you get to know your clients really well, you will always be able to understand what they want

Answer 30

False