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Chapter 4-Communicating For Success > Chapter 4 > Flashcards

Chapter 4 Flashcards

1
Q

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

A

Trust and loyalty

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2
Q

When should a client fill out an intake form?

A

Before receiving services

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3
Q

What is considered a legal document?

A

Consent form

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4
Q

Why should you offer a compliment if your see that a coworker has done something well?

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

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6
Q

What is an appropriate action in the even if unethical behavior on the part of the manager, such as sexual harassment or misappropriating funds?

A

Challenge the manager’s authority

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7
Q

What is an example of a positive nonverbal cue?

A

Good eye contact

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8
Q

When should you 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

The art of communication

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10
Q

What is based on trust?

A

Strong professional relationships

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11
Q

How can you ensure continued patronage from your clients?

A

By perfecting professional communication

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12
Q

When should a client be asked to reschedule his or hers appointment?

A

When he or she arrived 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 of the day?

A

Someone who is habitually late

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14
Q

When should you argue with a client?

A

Never

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15
Q

What is a goal of the “assess” consultation step?

A

Determine your clients objectives

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16
Q

What is body language?

A

Nonverbal communication such as crossing your arms and frowning

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17
Q

What is an example of sensitivity?

A

Choosing your words carefully

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18
Q

What is true of listening?

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

20
Q

What is also known as a client questionnaire?

A

Intake form

21
Q

What is a primary ingredient for success in any career?

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

23
Q

What can you do when you begin with a firm understanding of yourself?

A

Understand others

24
Q

What is an attitude adjustment?

A

Modification when emotions are interfering with work

25
Q

What is a constructive criticism?

A

Guidance offered by supervisors to improve your job performance

26
Q

What do you exercise when you ensure that client information is kept private?

A

Confidentiality

27
Q

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

A

Neutrality

28
Q

What is a goal of the “maintenance” consultation step?

A

Discuss home care

29
Q

What type of cue is a smile?

A

Positive nonverbal

30
Q

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

A

Negative nonverbal

31
Q

What is a goal of the “preference” consultation step?

A

Discuss products the client uses

32
Q

What is our emotional state when we feel secure?

A

Happy, calm and confident

33
Q

What should you remember when someone seems insensitive?

A

At this particular time, the person is feeling insecure

34
Q

What should you avoid doing when confronted with bad behavior?

A

Overreacting

35
Q

What are you able to do when you believe in yourself?

A

Trust your judgment and uphold your own values

36
Q

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

A

All clients are different

37
Q

What is the act of successfully sharing information between people?

A

Communication

38
Q

What should happen before beginning any part of the service?

A

Client consultation

39
Q

Why should client consultations performed with as much privacy as possible?

A

To avoid breaches of confidentiality

40
Q

When does the “review” step occur in the consultation process?

A

At the beginning

41
Q

When does the “repeat” step occur in the consultation process?

A

At the end

42
Q

What is reflective listening?

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

It ultimately 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

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 overwhelmed

Chapter 4-Communicating For Success (1 decks)

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