Chapter 4- Communicating for Success

Question 1

build lasting client relationship, accelerate professional growth and promote work environment

Answer 1

effective human relationship and communication skills

Question 2

cornerstone of success

Answer 2

customer service

Question 3

what is a practical step that promotes effective communication

Answer 3

talk less, listen more

Question 4

the act of successfully sharing information between two people so that the information is understood

Answer 4

effective communication

Question 5

every new client should fill out a ________, also known as a client questionnaire, consultation card or health history form

Answer 5

client intake form

Question 6

the clients permanent progress record of services received, results formulations and products used during the service or purchased

Answer 6

service record card

Question 7

a person may be categorized as having a ____________ if simple and sophisticated clothing, monochromatic color and no bright patterns are preferred

Answer 7

classic style

Question 8

the communication with a client that determines the clients needs and how to achieve the desired results

Answer 8

client consultation

Question 9

a consultation should be preformed for every single ______ and ____ visit

Answer 9

service

salon

Question 10

have a ___\ of your work on hand

Answer 10

portfolio

Question 11

what is the 1st step in the 10 step consultation method

Answer 11

review intake form

Question 12

which step do you ask about home care?

Answer 12

when you are analyzing clients hair. ask what products they are and if they are effective

Question 13

listening to client and then repeating in your own words

Answer 13

reflective listening

Question 14

when making recommendation use these

Answer 14

lifestyle
hair type
face shape

Question 15

use pictures as often as

Answer 15

possible

Question 16

consul every client on the ______, ________ and ________.

Answer 16

salon maintenance
lifestyle limitations
at home maintenance

Question 17

try to find why client is unhappy. ask for ______

Answer 17

specifics

Question 18

do not engage in an attempt to fulfill the role of a ______.

Answer 18

counselor

Question 19

while honestly is always the bet policy, using unkind words or actions at work is never a good idea. ___________ & ________.

Answer 19

be sensitive and think before you speak

Question 20

avoid taking sides in a ______

Answer 20

dispute

Question 21

the _____ is the one who hires staff and is responsible for training. they have a vested interest in the success of staff members

Answer 21

manager

Question 22

what meeting is the appropriate time and place to ask about taking on more services. when your pay scale might be increased or when you might be considered for promotion

Answer 22

employee evaluation