Communicating For Success

Question 1

Good communication skills reduce potential workplace _________.
a. Harmony
b. Compatibility
c. Conflict
d. Consistency

Answer 1

c. Conflict

Question 2

In handling a client who is dissatisfied with a service, the ultimate goal is to ___________.
a. Convince the client that you are right and she is wrong
b. Make the client happy and willing to return for future services
c. Get the client out of the salon as quickly as possible
d. Fully satisfy the client, regardless of the cost

Answer 2

b. Make the client happy and willing to return for future services

Question 3

Effective human relations and communication skills build ___________, accelerate professional growth, and promote a positive work environment.
a. Strong values
b. Professional ethics
c. Stimulating conversations
d. Lasting client relationships

Answer 3

d. Lasting client relationships

Question 4

The sixth step of the 10-step consultation method is _______.
a. Review the intake form
b. Determine and rate the client’s preferences
c. Show and tell
d. Discuss upkeep and matinence

Answer 4

c. Show and tell

Question 5

A practical step for effectively communicating in the workplace is to __________.
a. Be inattentive
b. Believe in yourself
c. Talk more and listen less
d. React instead of responding

Answer 5

b. Believe in yourself

Question 6

The ability to understand people is _________to operating effectively in many industries.
a. The key
b. Irrelevant
c. Incidental
d. Unimportant

Answer 6

a. The key

Question 7

To earn a client’s _______ and loyalty, be consistent by always having a positive attitude.
a. Money
b. Affection
c. Trust
d. Respect

Answer 7

c. Trust

Question 8

If a client requests a specific cut or color that she has seen on a celebrity that cannot be achieved, you should _________.
a. Create your own design ignoring what the client has specified that she would like.
b. Refuse the service and tell the didn’t this cut and color would not work for her.
c. Preform the service since this is what the client has requested
d. Create a plan, offer alternative looks, and set future goals

Answer 8

d. Create a plan, offer alternative looks, and set future goals

Question 9

You may want to schedule clients who are __________ late for the last appointment of the day or ask them to arrive earlier than their actual appointment time.
a. Habitually
b. Never
c. Rarely
d. Occasionally

Answer 9

a. Habitually

Question 10

When you meet an older client for the first-time, you should ____________.
a. Address the client by the honorific
b. Address the client solemnly
c. Address the client by their first name
d. Ask how the client wishes to be addressed

Answer 10

d. Ask how the client wishes to be addressed

Question 11

When interacting and communicating with coworkers, make every effort to remain _________ and resist being pulled into spots and cliques.
a. Assertive
b. Aggressive
c. Objective
d. Aloof

Answer 11

c. Objective

Question 12

As a cosmetologist, do not attempt to fulfill the role of ________, career guide, parental sounding board, or motivational coach for any of your clients.
a. Haircolor expert
b. Counselor
c. Professional acquaintance
d. Polite listener

Answer 12

b. Counselor

Question 13

It a client is revealing increasingly personal details, one recommended strategy is that you __________ or find a reason to excuse yourself, and when you return, change the subject or suggest a mini relaxation service.
a. Change the subject
b. Reveal a personal detail
c. Discontinue the service
d. Turn on a loud machine

Answer 13

a. Change the subject

Question 14

As you interact and communicate with coworkers, you should be honest and __________.
a. Oblivious
b. Sensitive
c. Frightened
d. Averse

Answer 14

b. Sensitive

Question 15

When communicating with your salon managerabout an issue or problem, it is recommended that you __________ beforehand.
a. Cover up your mistakes
b. Think of possible excuses
c. Think of possible solutions
d. Think of who you can blame

Answer 15

c. Think of possible solutions

Question 16

The act of successfully sharing information between two people (or groups of people) so that the information is understood is called __________.
a. Direct communication
b. Effective communication
c. Strong communication
d. Overt communication

Answer 16

b. Effective communication

Question 17

The document also known as a client questionnaire, consultation card, or health history form is the client _________.
a. Intake form
b. Welcome form
c. Greeting form
d. Entrance form

Answer 17

a. Intake form

Question 18

The __________ is the communication with a client that determines the client’s needs and how to achieve the desired results.
a. Client conversation
b. Client communion
c. Client consultation
d. Client conference

Answer 18

c. Client consultation

Question 19

When should the client consultation be preformed?
a. Before starting the actual service
b. During the service
c. After the service
d. When booking the appointment

Answer 19

a. Before starting the actual service

Question 20

It is recommended that you allow now much time in your schedule to do the client consultation?
a. 3-5 minutes
b. 5-15 minutes
c. 1-3 minutes
d. 15-20 minutes

Answer 20

b. 5-15 minutes

Question 21

The third step of the 10-step consultation method is to _______.
a. Preform a needs assessment
b. Analyze the client’s hair
c. Determine and rate the client’s preferences
d. Review the client’s lifestyle

Answer 21

c. Determine and rate the client’s preferences

Question 22

Your reactions to situations beyond your control and your ability to __________ in the face of challenges are critical to being successful in a people profession.
a. Stand up
b. Communicate effectively
c. Control fear
d. Remain assertive

Answer 22

b. Communicate effectively

Question 23

If you are involved with a scheduling mix-up, always remember to __________.
a. Be polite while arguing that you are correct
b. Be polite and never argue about who is correct
c. Be assertive and argue that you are correct
d. Be aggressive, but refrain from arguing

Answer 23

b. Be polite and never argue about who is correct

Question 24

One important golden rule of communication for building a successful beauty industry career is to ____________.
a. Be aware of your body language
b. Speak softly
c. Use casual grammar and slang
d. Be casual and comfortable

Answer 24

a. Be aware of your body language

Question 25

The ninth step of the 10-step consultation method is to _______.
a. Review the consultation
b. Discuss upkeep and maintenance
c. Make color recommendations
d. Review the client’s lifestyle

Answer 25

b. Discuss upkeep and maintenance