Chapter 4- Communicating for Success Flashcards
build lasting client relationship, accelerate professional growth and promote work environment
effective human relationship and communication skills
cornerstone of success
customer service
what is a practical step that promotes effective communication
talk less, listen more
the act of successfully sharing information between two people so that the information is understood
effective communication
every new client should fill out a ________, also known as a client questionnaire, consultation card or health history form
client intake form
the clients permanent progress record of services received, results formulations and products used during the service or purchased
service record card
a person may be categorized as having a ____________ if simple and sophisticated clothing, monochromatic color and no bright patterns are preferred
classic style
the communication with a client that determines the clients needs and how to achieve the desired results
client consultation
a consultation should be preformed for every single ______ and ____ visit
service
salon
have a ___\ of your work on hand
portfolio
what is the 1st step in the 10 step consultation method
review intake form
which step do you ask about home care?
when you are analyzing clients hair. ask what products they are and if they are effective
listening to client and then repeating in your own words
reflective listening
when making recommendation use these
lifestyle
hair type
face shape
use pictures as often as
possible
consul every client on the ______, ________ and ________.
salon maintenance
lifestyle limitations
at home maintenance
try to find why client is unhappy. ask for ______
specifics
do not engage in an attempt to fulfill the role of a ______.
counselor
while honestly is always the bet policy, using unkind words or actions at work is never a good idea. ___________ & ________.
be sensitive and think before you speak
avoid taking sides in a ______
dispute
the _____ is the one who hires staff and is responsible for training. they have a vested interest in the success of staff members
manager
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
employee evaluation