Chapter 4: Communicating For Success

Question 1

What should you do as the time for your employee evaluation draws near?

Answer 1

Perform a self-evaluation

Question 2

When working with older clients, as a general rule you should:

Answer 2

Keep the topics of conversation professional

Question 3

Listening to the client and then repeating, in your own words, what you think the client is telling you is known as:

Answer 3

Reflective listening

Question 4

To earn clients trust and loyalty, you should always:

Answer 4

Introduce them to other people they may interact with in the salon

Question 5

The _____ is the clients permanent progress record of services received, results, formulations, and products used during the service.

Answer 5

Service record card

Question 6

Which term refers to bundles of hair dyed to match particular hair color shades offered by a manufacturer.

Answer 6

Swatches

Question 7

When receiving services at a cosmetology school, the client is asked to sign a ______, indicating that he or she is aware that the service is being provided by a student.

Answer 7

Release statement

Question 8

New clients should be instructed to arrive _____ minutes early so they can complete the client intake form.

Answer 8

15 minutes

Question 9

Which of the following is NOT one of the practical steps for effectively communicating in the work place?
A.) believe in yourself
B.) react instead of responding
C.) talk less, listen more
D.) take your temperature

Answer 9

React instead of responding

Question 10

You should ask your clients how much time they want to spend on their hair each day as part of which step in the 10-step consultation method?

Answer 10

Review the clients lifestyle

Question 11

What is the last step in the 10-step consultation method?

Answer 11

Review the consultation

Question 12

How many additional services should you suggest during the 10-step consultation method?

Answer 12

At least two

Question 13

If a client scheduling mix-up occurs, you should:

Answer 13

Refrain from arguing about who is correct.

Question 14

Because the salon is a close-knit community in which people spend long hours working side by side, it is important to:

Answer 14

Maintain boundaries

Question 15

The _____ is the communication with a client that determines the clients needs and how to achieve the desired results.

Answer 15

Client consultation