Communicating for Success

Question 1

In cosmetology, _______________is central to success.

Answer 1

customer service

Question 2

A consultation should be performed, to some degree, as part of

Answer 2

every single service and salon visit.

Question 3

Because vocabulary can be confusing when discussing color, you should use

Answer 3

pictures as much as possible.

Question 4

Older clients do not like

Answer 4

gum chewing, slang, or the use of yeah instead of yes.

Question 5

A fundamental factor in human relations involves a person’s sense of ______.

Answer 5

security

Question 6

An important aspect of human relations is to:

Answer 6

talk less, listen more

Question 7

The act of successfully sharing information between two people, or groups of people, is known as:

Answer 7

effective communication

Question 8

The client consultation is also known as the:

Answer 8

needs assessment

Question 9

Prior to sitting at your station, every new client should fill out an intake form, also called a:

Answer 9

consultation card

Question 10

A client who prefers simple and sophisticated clothing, monochromatic colors, and no bright patterns is said to have what kind of style?

Answer 10

classic

Question 11

The first step in the 10-step consultation method is:

Answer 11

review the intake form

Question 12

You should ask the client what at-home products she uses as part of which step of the consultation?

Answer 12

analyze client’s hair

Question 13

Counseling clients on salon maintenance, lifestyle limitations, and home maintenance commitments is part of which step of the consultation?

Answer 13

discuss upkeep and maintenance

Question 14

When suggesting options to a client, which of the following criteria should be used?

Answer 14

lifestyle
hair type
face shape

Question 15

When handling a scheduling mix-up with a client, it is recommended that you:

Answer 15

never argue and be polite

Question 16

When communicating with your salon manager, you should do all of the following EXCEPT:

Answer 16

complain about colleagues

Question 17

The verbal communication with a client that determines the client’s needs and how to achieve the desired results

Answer 17

client consultation

Question 18

Term commonly used by spas because of the amount of time clients spend there

Answer 18

guest

Question 19

Collected photos of a stylist’s work

Answer 19

portfolio

Question 20

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

Answer 20

reflective listening