chapter 3: communicating for success

Question 1

which of the following is NOT one of the reasons why professionals should study and have a thorough understanding of communicating for success?
A) learning how to communicate effectively can help beauty professionals improve retail sales
B) good communication skills, while increasing workplace conflict, better prepares workers to deal with it
C) effectively expressing ideas is a necessary skill for career advancement
D) effective communication fosters a positive team environment

Answer 1

B

Question 2

The practical steps for effectively communicating in the workplace include all EXCEPT which of the following?:
A) be attentive
B) react instead of responding
C) talk less, listen more
D) believe in yourself

Answer 2

B

Question 3

when you trust your judgment, uphold your values, and stick to what you believe is right, you show that you ___

Answer 3

believe in yourself

Question 4

as a part of effectively communicating in the workplace, it i’d important to take your temperature because ___

Answer 4

if you are upset or tired, your interactions with client may be affected

Question 5

one way of demonstrating that you ___ is not crossing your arms when listening to clients or team members

Answer 5

are aware of your body language

Question 6

the service record card is all EXCEPT which of the following?
A) it is intended for the clients use
B) it’s the clients permanent progress record of services received
C) it is updated with each client visit
D) it is completed by the beauty professional performing the service

Answer 6

A

Question 7

the client intake form should be started the moment a new client ___

Answer 7

calls to make an appointment

Question 8

as a beauty professional what is the BEST first step to take toward helping your client to make choices that reflect a personal sense of style
A) creating a client template
B) consulting with your manager
C) doing a little research
D) speaking with the client

Answer 8

C

Question 9

at which of the following interactions is it BEST to determine the clients needs and how to achieve the desired results?
A) client consultation
B) service record
C) client intake
D) total look concept

Answer 9

A

Question 10

A client consultation should be performed ___

Answer 10

at every single service visit

Question 11

MOST importantly, your workplace should ___

Answer 11

be cleaned and uncluttered

Question 12

the first step in the 10 step consultation method is __

Answer 12

review the intake form should

Question 13

to perform reflective listening, you should ___

Answer 13

listen to the client and then repeat, in your own words, what you think the client told you

Question 14

which of the following is MOST important when reflective listening?
A) trying to prevent the client from saying too much
B) not interrupting while the client is speaking
C) focusing on other things while the client is speaking
D) steering the client into choices you think are best

Answer 14

B

Question 15

you should NOT try to upsell services ___

Answer 15

when a client absolutely does not want to talk about adding on other services

Question 16

clients who are overly late/ habitually late for an appointment cause problems because ___

Answer 16

beauty professionals depend on appointments and scheduling to maximize work hours

Question 17

if the client arrived late and you have the time to take the appointment without jeopardizing other appointments you should ___

Answer 17

politely advise the client of the late policy

Question 18

generally, if the clients are more than __ late, they should be asked to reschedule

Answer 18

15 minutes

Question 19

what should you do when speaking with a very unhappy client about a scheduling mix up?

Answer 19

stay detached

Question 20

the ultimate goal when you encounter a dissatisfied client is to ___

Answer 20

make the client happy

Question 21

when trying to resolve an unhappy client problem, you should __
A) find out why the client is unhappy
B) politely but firmly argue your points
C) tell the client it cannot be fixed, even if you think it can
D) strongly assert your opinion

Answer 21

A

Question 22

as a beauty professional, which of the following will be true of the clients you are most likely to attract?
A) they will not necessarily be the same age as you
B) they will often be tardy to their appointments
C) they will have an opposite style of yours
D) they will have similar taste as yours

Answer 22

A

Question 23

which of the following is most often NOT true of much older clients?
A) they do not like gum chewing
B) they like to hear please and thank you
C) they can be sensitive to verbiage about aging
D) they prefer personal over professional conversations

Answer 23

D

Question 24

if a client starts gossiping, try all of the following EXCEPT ___
A) changing the subject
B) talking about the styling your doing
C) quietly joining in on the gossiping
D) giving a quick tip for treatment and home care

Answer 24

C

Question 25

which of the following is the first step in making meaningful in spa/salon communication a reality?
A) remaining objective
B) treating everyone with respect
C) behaving in a professional manner
D) being honest and sensitive

Answer 25

C

Question 26

a beauty professional interact and communicate with coworkers, they should NOT___
A) remain neutral
B) be willing to share their private life
C) avoid gossip
D) treat everyone with respect

Answer 26

B

Question 27

among the important guidelines for interacting and communicating with your manager are all of the following EXCEPT:
A) ignoring constructive criticism
B) being open and honest
C) being a problem solver
D) getting your facts straight

Answer 27

A

Question 28

it is appropriate to go to your manager with a complaint about a colleague ___

Answer 28

after you have tried everything to handle the problem yourself

Question 29

as the time for your employee evaluation draws near, you should ___

Answer 29

perform a self evaluation

Question 30

at your employee evaluation you should NOT __
A) ask when you might be considered for promotion
B) ask when you can take on more services
C) ask when your pay scale might be increased
D) approach your manager cautiously and shyly

Answer 30

D

Question 31

in which of the following ways can you BEST participate proactively in your career and in your success?
A) by approaching the evaluation pessimistically
B) by avoiding self evaluation
C) by not thinking too much about either
D) by communicating your desires and interests

Answer 31

D

Question 32

at the end of your employee evaluation meeting, you should NOT__
A) thank your manager for taking the time to do the evaluation
B) keep your self evaluation to yourself
C) thank your manager for the guidance they gave you
D) thank your manager for the feedback

Answer 32

B