Foundations: Communications for Success Exam Review Flashcards
Good communication skills reduce potential workplace _______.
a. harmony
b. compatibility
c. conflict
d. consistency
The answer is c:
Conflict
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 shop as quickly as possible
d. fully satisfy the client, regardless of the cost
The answer is b:
Make the client happy and willing to return for future services
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
The answer is d:
Lasting client relationships
The sixth step of the 10-step consultation method is ______.
a. review the intake form
b. determine and rate the clients preferences
c. show and tell
d. discuss upkeep and maintenance
The answer is c:
Show and tell
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
The answer is b:
Believe in yourself
The ability to understand people is _____ to operating effectively in many industries.
a. the key
b. incidental
c. secondary
d. unimportant
The answer is a:
The key
To earn a client’s ______ and loyalty be consistent by always having a positive attitude.
a. money
b. affection
c. trust
d. respect
The answer is c:
Trust
If a client requests a specific look that they have seen on a celebrity but that cannot be achieved, you should ______.
a. create your own design, ignoring what the client has specified
b. refuse the service and tell the client this cut and color would not work for them
c. perform the service, since this is what the client has requested
d. create a plan, offer alternative looks, and set up future goals
The answer is d:
Create a plan, offer alternative looks, and set up future goals
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
The answer is a:
Habitually
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
The answer is a:
Address the client by the honorific
When interacting and communicating with coworkers, make every effort to remain ________ and resist being pulled into spats and cliques.
a. assertive
b. aggressive
c. objective
d. aloof
The answer is c:
Objective
As a beauty professional, do not attempt to fulfill the role of ______, career guide, parental sounding board, or motivational coach for any of your clients.
a. hair color expert
b. counselor
c. professional acquaintance
d. polite listener
The answer is b:
Counselor
If a client is revealing increasingly personal details, one recommended strategy is that you ______ or find a reason to excuse yourself, and when you return, start a new conversation topic 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
The answer is a:
Change the subject
As you interact and communicate with coworkers, you should be honest and ________.
a. oblivious
b. sensitive
c. frightened
d. adversarial
The answer is b:
Sensitive
When communicating with your manager about 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
The answer is c:
Think of possible solutions
